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Chapter 2 Help Desk

CCNA Discovery 4.0

Objectives

Describle the various roles of help desk and installation technicians. Describle 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. Describle on-site procedures to resolve issues.

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Help Desk Technicians


ISP Help Desk Organization

ISP help desk technicians have the knowledge and experience to fix problems and get users connected. ISP help desk technicians provide solutions to customers' problems with the goal of network optimization and customer retention. Whether the problem is connecting to the Internet or getting email, the ISP help desk is usually the first place a user or business turns to for help. A good help desk team ensures that problems are resolved quickly and to the customer's satisfaction.

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Help Desk Technicians


ISP Help Desk Organization

Level 1 is for immediate support handled by junior-level help desk technicians. Level 2 handles calls that are escalated to more experienced telephone support. Level 3 is for calls that cannot be resolved by phone support and require a visit by an on-site technician.

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Help Desk Technicians


Roles of ISP technicians

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Help Desk Technicians


Interacting with Customers

Help desk technicians may be required to provide phone support, email support, web-based support, online chat support, and possibly onsite support. The help desk technician must be able to keep focused in an environment with frequent interruptions and perform multiple tasks efficiently and accurately. The help desk technician has to have excellent interpersonal skills and effective communication skills, both oral and written. It is also important for the help desk technician to be able to handle customer issues with speed, efficiency, and professionalism. Basic incident management procedures should be followed every time a help desk technician receives a call and begins troubleshooting issues. Problem-solving techniques include using troubleshooting flowcharts, addressing questions in a template format, and maintaining proper ticket escalation procedures.

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Help Desk Technicians


Interacting with Customers

In addition to technical ability, help desk technicians need other skills to be successful. Some of the skills

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Help Desk Technicians

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OSI Model
Using the OSI Model

When a network connectivity problem is reported to the help desk, there are many methods available to diagnose the problem. One common method is to troubleshoot the problem using a layered approach. Using a layered approach requires that the network technician be familiar with the various functions that occur as messages are created, delivered, and interpreted by the network devices and hosts on the network. It is best visualized using the seven layers of the Open Systems Interconnection (OSI) model The OSI model breaks network communications down into multiple processes. Each process is a small part of the larger task. In a similar manner, the OSI model can be used as a reference when troubleshooting to identify and resolve network problems. Detail: Chapter 2_2.2.1

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OSI Model
Using the OSI Model

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OSI Model
OSI Model Protocols and Technologies

Step 1: Upper Layers creat the data

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OSI Model
OSI Model Protocols and Technologies

Step 2: Layer 4 packages the data for end-to-end transport. Step 3: Layer 3 adds the network IP address information.

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OSI Model
OSI Model Protocols and Technologies

Step 4: Layer 2 adds the data link layer header and trailer. Step 5: Layer 1 converts the data to bits for transmission.

Activity 2.2.2
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OSI Model
Troubleshooting Using the OSI Model
The basic problem-solving procedure includes the following: 1. Define the problem. 2. Isolate the cause of the problem. 3. Solve the problem: Identify and prioritize alternative solutions Select one alternative as the solution Implement the solution Evaluate the solution

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OSI Model
Troubleshooting Using the OSI Model

Layer 1 Troubleshooting, problems include the following: Device power off Device power unplugged Loose network cable connection Incorrect cable type Faulty network cable

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OSI Model
Troubleshooting Using the OSI Model

Layer 2 Troubleshooting Network switches and host NICs perform Layer 2 functions. Layer 2 problems can be caused by faulty equipment, incorrect device drivers, or an improperly configured switch. Layer 3 Troubleshooting IP address within the assigned network Correct subnet mask Correct default gateway Other settings as required, such as DHCP or DNS Command: ipconfig - Shows IP settings on the computer ping - Tests basic network connectivity traceroute - Determines if the routing path between the source and destination is available

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OSI Model
Troubleshooting Using the OSI Model

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OSI Model
Troubleshooting Using the OSI Model

Layer 4 Troubleshooting Layers 1 through 3 all appear to be operating normally and the technician can successfully ping the IP address of the remote server Test Layer 4, if a network firewall is used along the path, it is important to check that the application TCP or UDP port is opened and no filter lists are blocking traffic to that port. Layer 5 through layer 7 Troubleshooting The technician should also check the application configuration. For example, if troubleshooting an email issue, ensure that the application is configured with correct sending and receiving email server information. It is also necessary to ensure that domain name resolution is occurring For remote technicians, higher layer issues can be checked by using other network utility tools, such as a packet sniffer, to view traffic as it crosses the network.

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OSI Model
Troubleshooting Using the OSI Model

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ISP Troubleshooting
Help Desk Troubleshooting Scenarios

The number and types of calls received by the help desk can vary extensively. Some of the most common calls include email and connectivity issues. Email Issues: Can receive but not send Can send but not receive Cannot send or receive Nobody can reply to messages A very common cause of many email problems is using the wrong POP, IMAP or SMTP server names Another problem that can affect the function of applications is a failure of DNS to correctly resolve server names. Command: ping or nslookup.

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ISP Troubleshooting
Help Desk Troubleshooting Scenarios

Customer Connectivity Issues Billing account issues Hardware failure Physical layer failure Application settings Application plug-in missing Missing applications

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ISP Troubleshooting
Creating and Using Help Desk Records
1. 2. 3. 4. 5. 6. 7.
Level 1 help desk technician receives a call Call has to be escalated to Layer 2, or even need an on-site visit. The information gathering and recording process starts as soon as the technician answers the phone. When the customer identifies who they are, the technician accesses the relevant customer information. The information is transferred to a trouble ticket, or incident report. When a problem is resolved, the solution is documented in the customer work order or trouble ticket, and in a knowledge-base document for future reference Level 1 and Level 2 help desk technicians attempt to solve customer problems using the telephone, web tools, and possibly even remote desktop sharing applications.

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ISP Troubleshooting
Creating and Using Help Desk Records

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ISP Troubleshooting
Creating and Using Help Desk Records

If the help desk technicians are not able to remotely fix the problem, it is often necessary to dispatch a mobile on-site technician to the customer premise location. The help desk technician can make an appointment with the customer for the on-site technician to perform the repairs, or it may be the responsibility of the on-site technician to arrange the appointment.

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ISP Troubleshooting
Customer Site Procedures
There are four steps an on-site technician should perform before beginning any troubleshooting or repair at the customer site: Provide proper identification to the customer. Review the trouble ticket or work order with the customer to verify that the information is correc Communicate the current status of any identified problems or issues, as well as the actions the technician expects to take at the customer site that day. Obtain permission from the customer to begin the work. The technician must verify all items on the trouble ticket Once the technician is familiar with all issues, the work can begin. The technician checks all device and network settings, and runs any necessary utilities.

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ISP Troubleshooting
Customer Site Procedures

When finished, the technician communicates the nature of the identified problem to the customer, what solution was applied, and any follow-up procedures. Before the problem can be considered fully resolved, the technician must obtain the customer's acceptance. The technician can then close the trouble ticket and document the solution.

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Summary

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