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CCNA Discovery 2 - Chapter 2
- 1. ISP Help Desk
Working at a Small-to-Medium Business or ISP –
Chapter 2
Version 4.1 © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 1
- 2. Objectives
Describe the various roles of help desk and installation
technicians.
Describe the seven layers of the OSI model and how
the OSI model is used in troubleshooting network
issues.
Identify common tools and diagnostic procedures of
help desk technicians.
Describe onsite procedures to resolve issues.
© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 2
- 3. ISP Help Desk Organization
Level 1: provide immediate support
Level 2: handle escalated calls
Level 3: on-site visits
© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 3
- 4. Roles of ISP Technicians
Managed Service Providers
Support for SLAs
© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 4
- 5. Roles of ISP Technicians
Level 3 onsite support
© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 5
- 7. Using the OSI Model
Use the layers of the OSI model as a guide for
sequencing troubleshooting diagnostics.
© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 7
- 8. OSI Model Protocols and Technologies
Upper layers create the data
Layer 4 packages the data
Layer 3 adds IP information
Layer 2 adds data link layer
header and trailer
Layer 1 converts data to bits
© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 8
- 9. Troubleshooting the OSI Model
Using layers to define, isolate and resolve problems.
© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 9
- 10. Help Desk Troubleshooting Scenarios
Email issues
Host configuration issues
Customer connectivity Issues
© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 10
- 11. Creating and Using Help Desk Records
Information gathering and recording
Transferring information to a trouble ticket
Escalating when necessary
Documenting the resolution
© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 11
- 12. Customer Site Procedures
Provide proper identification.
Review work order with the customer.
Communicate current status of identified problems.
Obtain permission to begin work.
© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 12
- 13. Customer Site Procedures
Use of ladders
Working in dangerous locations
Working around electricity
Awkward spaces
Heavy equipment
© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 13
- 14. Summary
Help Desk technicians provide solutions to customer
network problems.
Help desk operation relies on good customer
communications skills, organization, and a layered
approach to problem solving.
The OSI Model is the basis for effective
troubleshooting.
Documentation is crucial in effective troubleshooting.
© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 14
- 15. © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 15