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ISP Help Desk

This chapter outlines the essential roles of helpdesk and installation technicians within small to medium-sized businesses and Internet Service Providers (ISPs). It covers the seven layers of the OSI model, which serves as a critical framework for troubleshooting network issues. Key topics include tools and diagnostic procedures utilized by helpdesk technicians, onsite issue resolution methods, effective client interaction protocols, and common troubleshooting scenarios for various connectivity and email problems. Emphasizing the importance of communication and documentation, it provides a comprehensive guide for effective user support.

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ISP Help Desk

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  1. ISP Help Desk Working at a Small-to-Medium Business or ISP – Chapter 2

  2. Objectives • Describe the various roles of helpdesk and installation technicians • Describe the seven layers of the OSI model and the OSI model is used in troubleshooting network issues. • Identify common tools and diagnostic procedures of helpdesk technicians • Describe onsite procedures to resolve issues

  3. Roles of the Help Desk & Installation Technicians • Describe the various roles of helpdesk and installation technicians

  4. Roles of the Help Desk & Installation Technicians • Describe processes, procedures, and etiquette for interacting with customers.

  5. ISP On-Site Technicians • Level 3 Support

  6. Effective Help Desk Customer Interaction • Incident Management • Interpersonal Skills

  7. OSI Model & How its used in Troubleshooting • Use the layers of the OSI model as a guide for sequencing troubleshooting diagnostics

  8. Using the OSI Model in Troubleshooting • Protocols • Technologies • Network components

  9. OSI Model Troubleshooting Procedures • Using layers to define, isolate and resolve problems

  10. Common Help Desk Troubleshooting Scenarios • Email issues • DNS issues • Connectivity Issues

  11. Tools & Procedures of Help Desk Technicians • Describe the job aids and tools required to carry out information gathering and simple installation tasks

  12. Tools & Procedures of Help Desk Technicians • Describe the procedures to be followed at the customer site to resolve an issue

  13. Summary • Help Desk user support exists at three levels. • 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.

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