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Roles and Responsibilities of Help Desk Technicians and OSI Model in Troubleshooting

This chapter outlines the essential roles of help desk and installation technicians in small to medium ISPs. It describes the OSI model's seven layers, emphasizing its importance in troubleshooting network issues. The document identifies common tools and diagnostic procedures that technicians employ to resolve customer concerns effectively. It also covers customer-site procedures for on-site troubleshooting, highlighting the significance of interpersonal skills, documentation, and proper identification in delivering high-quality support and ensuring successful resolution of network problems.

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Roles and Responsibilities of Help Desk Technicians and OSI Model in Troubleshooting

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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 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.

  3. ISP Help Desk Organization • Level 1: provide immediate support • Level 2: handle escalated calls • Level 3: on-site visits

  4. Roles of ISP Technicians • Managed Service Providers • Support for SLAs

  5. Roles of ISP Technicians • Level 3 onsite support

  6. Interacting with Customers • Incident Management • Interpersonal Skills

  7. Using the OSI Model • Use the layers of the OSI model as a guide for sequencing troubleshooting diagnostics.

  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

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

  10. Help Desk Troubleshooting Scenarios • Email issues • Host configuration issues • Customer connectivity Issues

  11. Creating and Using Help Desk Records • Information gathering and recording • Transferring information to a trouble ticket • Escalating when necessary • Documenting the resolution

  12. Customer Site Procedures • Provide proper identification. • Review work order with the customer. • Communicate current status of identified problems. • Obtain permission to begin work.

  13. Customer Site Procedures • Use of ladders • Working in dangerous locations • Working around electricity • Awkward spaces • Heavy equipment

  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.

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