CCNA Discovery 2 Module 2

1
CCNA Discovery 2 Module 2

• Help Desk

2
Help Desk Role

• Initial Contact With Customer
• Resolution of Common Problems
• Escalation of Complex Problems

3
Help Desk Organization

• Level 1
• Immediate Support
• Junior Level Technicians
• Level 2
• Higher Level Technicians
• Utilize diagnostics tools and remote desktop
• Level 3
• On-Site Support
• Last resort, when problem cannot be resolved over
  phone

4
Interaction with Customers

• Phone
• Preparation
• Courteous Greeting
• Open Trouble Ticket
• Listen to Customer
• Adapt to Customer Temperament
• Diagnose Problem or Escalate
• Log the Call

• On-Site
• Professional First Impression
• Answer Customer Questions
• Keep Customer Informed

5
Help Desk Records

• Maintained Physically or Electronically
• Developed into a knowledgebase for future
  incidents

6
On-Site Considerations

• Identify Yourself Upon Arrival
• Review Trouble Ticket Information
• Get Permission From Customer Before Work Begins
• Be Wary of Hazards
• Ladders
• High/Dangerous Locations
• Electrical Equipment
• Awkward Spaces
• Heavy Equipment