CHAPTER 2

Help Desk

Objectives
After completing this chapter, you should be able to answer the following questions:
■ What are the various roles of help desk and ■ What common tools and diagnostic procedures
installation technicians? do help desk technicians use?
■ What levels of support do help desk technicians ■ What onsite procedures are used to help resolve
provide? issues?
■ What are the seven layers of the OSI model,
and how is the OSI model used to troubleshoot
network issues?

Key Terms
This chapter uses the following key terms. You can find the definitions in the glossary.
help desk 20 transport layer 25
escalation 21 network layer 25
outsourcing 21 data link layer 25
frequently asked questions (FAQ) 21 physical layer 25
remote desktop sharing 22 upper layers 25
managed services 22 lower layers 25
customer premises equipment (CPE) 22 protocol stack 26
service-level agreement (SLA) 22 bottom-up approach 30
incident management 23 top-down approach 30
trouble ticket 23 divide-and-conquer approach 31
Open Systems Interconnection (OSI) model 24 Domain Name System (DNS) 33
application layer 25 link-local address 35
presentation layer 25 Automatic Private IP Addressing (APIPA) 35
session layer 25 loopback address 36
20 Working at a Small-to-Medium Business or ISP, CCNA Discovery Learning Guide

Providing Internet service is a highly competitive business, and poor service can cause the ISP to lose
customers to competing ISPs. Having a good help desk ensures that problems are resolved quickly
and to the customer’s satisfaction. Whether a technician is employed inside the organization as a help
desk technician or as an onsite support technician, that person represents the ISP to the customer.

Help Desk Technicians

The help desk function is critical to maintaining the network and supporting end users and business
functions. ISP technicians staff the help desk to resolve user problems and keep the network up and
running.
This section describes the job of the help desk network technician and how this person interacts with
customers.

ISP Help Desk Organization

Connecting to the local network, as well as the Internet, is critical to most business operations. When
people cannot access the Internet or local network resources, their productivity can suffer. Solving net-
work problems is a top priority for businesses and ISPs.
Because ISPs provide the Internet connection for businesses, they also provide support for problems
that occur with that connectivity. This support usually includes assistance with customer equipment
problems. ISP support typically is provided through the ISP help desk.
It is important to distinguish between a help desk technician who works within a business to support
that organization’s own users and a technician who works for an ISP supporting many users from dif-
ferent companies. The internal technician usually deals with a wider variety of issues, including local
PC applications support. The internal help desk usually has more direct face-to-face contact with the
end user. The ISP technician may provide some of the same support as the internal help desk.
However, this person usually focuses only on the services the customer has purchased from the ISP
and the access to the resources the ISP provides.
ISP help desk technicians have the knowledge and experience to fix problems and get users connected.
ISP help desk technicians provide solutions to customer problems with the goal of network optimization
and customer retention. Whether the problem is connecting to the Internet or receiving e-mail, 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.
A typical conversation between a help desk employee and a customer is shown in Figure 2-1.

Figure 2-1 Help Desk Technician and Customer Conversation

Good morning. You have

reached the help desk.
My name is Joan. I have a problem
How may I help you? with the Internet.

Technician Customer
 Chapter 2: Help Desk 21

An ISP usually has three levels of customer support:

■ 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 onsite
technician.
In addition to ISPs, many other types of medium-to-large businesses employ help desk or customer
support teams within the company. The titles assigned to the technicians may vary from those
described here, but the three-level hierarchy is the most common structure.
The process of raising a problem from one level to the next if the previous level cannot solve it is
called escalation. Figure 2-2 shows the process of escalating a help desk call. Depending on the size
of the organization, the help desk can consist of one person who performs all three levels of support,
or it can be a comprehensive call center with elaborate call routing facilities and escalation rules.
Some ISPs and businesses contract out their help desk functions to a third-party call center company,
which provides the services of Level 1 and Level 2 technicians. This is called outsourcing.

Figure 2-2 Levels of Customer Support Escalation

Level 1 Help Desk

Level 1 Unable to Resolve the Problem Level 1 Resolves the Problem

Level 2 Help Desk Done

Level 2 Unable to Resolve the Problem Level 2 Resolves the Problem

Level 3 Help Desk Done

Level 3 Resolves Problem in the Field

Done

Roles of ISP Technicians

When a user initially contacts the help desk to resolve an issue, the call or message is usually directed
to a Level 1 support technician. Level 1 support is usually an entry-level position that provides junior
technicians with valuable experience. The duties and responsibilities of the Level 1 technician include
the following:
■ Diagnose basic network connectivity issues.
■ Diagnose and document the symptoms of hardware, software, and system problems.
■ Resolve and document any basic user issues.
■ Answer frequently asked questions (FAQ).
22 Working at a Small-to-Medium Business or ISP, CCNA Discovery Learning Guide

■ Help customers complete online order forms to attain various systems, services, hardware,
software, reports, and entitlements.
■ Escalate any issues that cannot be resolved to the next level.
The majority of customer issues can be resolved by the Level 1 support technician. Level 2 support
typically has fewer agents available, but they have a higher skill level. The duties and responsibilities
of the Level 2 technician are similar to that of the Level 1 technician. These agents are expected to
solve problems that are more challenging and that require more problem-solving abilities than normal
end-user issues.
The duties and responsibilities of the Level 2 technician include the following:
■ Diagnose and solve more difficult network problems.
■ Use diagnostic tools and remote desktop sharing tools to identify and fix problems.
■ Identify when an onsite technician must be dispatched to perform repairs.
Some smaller ISPs and businesses may combine Level 1 and Level 2 support, requiring that all techni-
cians have the higher technical capabilities.
Many larger service providers have expanded their businesses to include managed services or onsite
support of a customer network. Organizations that provide managed services sometimes are referred
to as managed service providers (MSP). Managed services can be provided by ISPs, telecommunica-
tions service providers, or other types of computer and network support organizations. When an ISP
provides managed services, it often requires technicians to visit customer sites for the purpose of
installation and support. This represents Level 3 support.
The duties and responsibilities of the Level 3 onsite installation and support technician include the
following:
■ Diagnose and resolve problems that have been escalated by Level 1 and Level 2 technicians.
■ Survey network conditions for analysis by a senior network technician for more complex
problems.
■ Install and configure new equipment, including customer premises equipment (CPE) upgrades,
when necessary.
Level 3 support is usually provided in accordance with a service-level agreement (SLA). An SLA is
like an insurance policy, because it provides coverage, or service, in the case of a computer or network
problem.

Interactive Activity 2-1: Identify Technician Support Level Responsibilities (2.1.2)

In this interactive activity, you identify the responsibilities of each level of network technician. Use
file d2ia-212 on the CD-ROM that accompanies this book to perform this interactive activity.

Interacting with Customers

Help desk technicians may be required to provide phone support, e-mail support, web-based support,
online chat support, and possibly onsite support. They are often the first point of contact for frustrated
and anxious customers. Until the problem is solved, help desk technicians may continue to get calls
and correspondence asking for status updates and time estimates to resolve the issue.
 Chapter 2: Help Desk 23

The help desk technician must be able to stay focused in an environment with frequent interruptions
and perform multiple tasks efficiently and accurately. It can be difficult to consistently maintain a
positive attitude and provide a high level of service. The help desk technician must have excellent
interpersonal and communication skills, both oral and written. The technician must also be able to
work independently as well as part of a team.
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. Incident management includes techniques such as opening a
trouble ticket and following a problem-solving strategy. Problem-solving techniques include using
troubleshooting flowcharts, addressing questions in a template format, and maintaining proper ticket
escalation procedures.
The help desk technician uses a help desk script to gather information and cover the important facts
about a customer incident.
In addition to technical ability, help desk technicians need other skills to be successful. Customer service
and interpersonal skills are important when handling difficult clients and incidents. Help desk technicians
must greet customers pleasantly and maintain a professional and courteous demeanor, as shown in
Figure 2-3, throughout the call until the customer request is resolved or escalated. Technicians must
also know how to relieve customer stress and respond to abusive customers. Here are some of the
skills that are consistently used in successful help desk communication:
■ Preparing with adequate training
■ Offering a courteous greeting
■ Opening a trouble ticket
■ Listening to the customer
■ Adapting to the customer’s temperament
■ Correctly diagnosing a simple problem
■ Logging the call

Figure 2-3 Technician Following the Customer Service Policy

Be prepared to answer the customer call in accordance with the company

customer service policies. Answer the call in a courteous manner and
immediately identify yourself and the company.

Good morning. This is the ZYX help desk. Hello, Mark. I am having trouble getting to the
I am Mark. How can I help you today? Internet to get my e-mail this morning.

Technician Customer
24 Working at a Small-to-Medium Business or ISP, CCNA Discovery Learning Guide

Opening trouble tickets and logging information on the tickets are critical to help desk operation.
When many calls relate to a single problem or symptom, it is helpful to have information on how the
problem was resolved in the past. It is also important to relay to the customer what is being done to
solve the problem. Good information on open trouble tickets helps communicate accurate status, to
both the customer and other ISP personnel.
Although many issues can be handled remotely, some problems require an onsite visit to the customer
premises to install and troubleshoot equipment. When a technician goes on site, it is important to rep-
resent the organization in a professional manner. A professional knows how to make the customer feel
at ease and confident in the technician’s skills.
On the first visit to a customer location, it is important for the technician to make a good first impres-
sion. Personal grooming and how the technician is dressed are the first things the customer notices. If
the technician makes a bad first impression, it can be difficult to change that impression and gain the
confidence of the customer. Many employers provide a uniform or have a dress code for their onsite
technicians.
The language and attitude of the technician also reflect on the organization that the technician repre-
sents. A customer might be anxious or concerned about how the new equipment will operate. When
speaking with a customer, the technician should be polite and respectful and answer all customer
questions. If the technician does not know an answer to a customer question, or if additional informa-
tion is required, the technician should write down the customer inquiry and follow up on it as soon as
possible.

Interactive Activity 2-2: Determine the Customer Support Process (2.1.3)

In this interactive activity, you examine statements and decide to which part of the customer support
process they belong. Use file d2ia-213 on the CD-ROM that accompanies this book to perform this
interactive activity.

OSI Model
The OSI model can be very helpful in troubleshooting network problems. An understanding of the
OSI model layers and their functions provides a good foundation for categorizing and analyzing
network issues.
This section describes the layers of the OSI model and some troubleshooting techniques that make use
of it, including top-down, bottom-up, and divide-and-conquer. It also describes the protocols, the types
of problems, and tools available for troubleshooting at each layer of the OSI model.

Using the OSI Model

When a network connectivity problem is reported to the help desk, many methods are 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.
The process of moving data across a network is highly structured. It is best visualized using the seven
layers of the Open Systems Interconnection (OSI) model, commonly called the OSI model. The OSI
model breaks network communications into multiple processes. Each process is a small part of the
larger task.
 Chapter 2: Help Desk 25

For example, in a vehicle manufacturing plant, one person does not assemble the entire vehicle. The
vehicle moves from station to station, or levels, where specialized teams add various components.
Each station adds its assigned components and then passes the vehicle to the next station. The com-
plex task of assembling a vehicle is made easier by breaking it into more manageable and logical
tasks. When a problem occurs in the manufacturing process, it is possible to isolate the problem to the
specific task where the defect was introduced and then fix it.
In a similar manner, the OSI model can be used as a reference when troubleshooting to identify and
resolve network problems. All aspects of network communication between two hosts can be described
and classified using the OSI model. The basic functions of each OSI layer are as follows:
■ Layer 7: Application layer
■ Defines interfaces between application software and network communication functions.
■ Provides standardized services such as file transfer between systems.
■ Layer 6: Presentation layer
■ Standardizes user data formats for use between different types of systems.
■ Encodes and decodes user data. Encrypts and decrypts data. Compresses and decom-
presses data.
■ Layer 5: Session layer
■ Manages user sessions and dialogues.
■ Maintains logical links between systems.
■ Layer 4: Transport layer
■ Manages end-to-end message delivery over the network.
■ Can provide reliable and sequential packet delivery through error recovery and flow con-
trol mechanisms.
■ Layer 3: Network layer
■ Defines logical host addressing.
■ Routes packets between networks based on network Layer 3 device addresses.
■ Layer 2: Data link layer
■ Defines procedures and frame formats for operating the communication links.
■ Detects and compensates for frame transmit errors.
■ Layer 1: Physical layer
■ Defines physical means of sending data over network devices.
■ Interfaces between the network medium (physical cables and wireless) and devices.
■ Defines optical, electrical, and mechanical characteristics of both wired and wireless media.
■ Includes all forms of electromagnetic transmission such as light, electricity, infrared, and
radio waves.
The seven layers of the OSI model can be divided into two groups: upper layers and lower layers.
The upper layer is any layer above the transport layer. The upper layers of the OSI model deal with
application functionality and generally are implemented only in software. The highest layer, the
application layer, is closest to the end user.
26 Working at a Small-to-Medium Business or ISP, CCNA Discovery Learning Guide

The lower layers of the OSI model handle data transport functions. The physical and data link layers
are implemented in both hardware and software. The physical layer is closest to the physical network
medium, or network cabling. The physical layer actually places information on the medium.
End stations, such as clients and servers, usually work with all seven layers. Each host runs a network
protocol stack that it uses to send and receive messages, as shown in Figure 2-4. Networking devices
are concerned with only the lower layers. Hubs operate at Layer 1; LAN switches at Layers 1 and 2;
routers at Layers 1, 2, and 3; and firewalls at Layers 1, 2, 3, and 4. Figure 2-5 shows the seven layers
of the OSI model and identifies some of the more important protocols, technologies and terminology
associated with each layer.

Figure 2-4 Layers of the OSI Model Enable Communication Between Networked Hosts

Application Layer Application Layer

Presentation Layer Presentation Layer

Session Layer Session Layer

Transport Layer Transport Layer

Network Layer Network Layer

PC PC
Data Link Layer Data Link Layer

Physical Layer Physical Layer

Figure 2-5 OSI Model Layer Chart

Common Protocols and Common Network Components

Group No. Layer Name
Technologies Associated with This Layer

7 Application DNS, NFS, DHCP, SNMP,

FTP, TFTP, SMTP, POP3,
IMAP, HTTP, Telnet
Network-Aware
Upper 6 Presentation SSL, Shells and Applications, E-mail, Web
Layers Redirectors, MIME Browsers and Servers, File
Transfer, Name Resolution
5 Session NetBIOS, Application
Program Interfaces,
Remote Procedure Calls

4 Transport TCP and UDP Video and Voice Streaming

Mechanisms, Firewall Filtering Lists
3 Network IP, IPv6, IP NAT IP Addressing, Routing

Lower 2 Data Link Ethernet Family, WLAN, Network Interface Cards and
Layers Wi-Fi, ATM, PPP Drivers, Network Switching, WAN
Connectivity

1 Physical Electrical Signaling, Light Physical Medium (Copper Twisted

Wave Patterns, Radio Pair, Fiber-Optic Cable, Wireless
Wave Patterns Transmitters), Hubs and Repeaters
 Chapter 2: Help Desk 27

OSI Model Protocols and Technologies

When using the OSI model as a framework for troubleshooting, it is important to understand which
functions are performed at each layer. You also need to understand what network information is avail-
able to the devices or software programs performing these functions. For example, many processes
must occur for e-mail to successfully travel from the client to the server. The OSI model breaks the
common task of sending and receiving e-mail into separate and distinct steps:
Step 1. Upper layers create the data.
Step 2. Layer 4 packages the data for end-to-end transport.
Step 3. Layer 3 adds the network IP address information.
Step 4. Layer 2 adds the data link layer header and trailer.
Step 5. Layer 1 converts the data into bits for transmission.

Step 1: Upper Layers Create the Data

When a user creates an e-mail message, the alphanumeric characters entered are converted into
digital bits within the computer’s RAM. When the message is sent, the information in the message
is converted into data that can travel across the network. Upper Layers 7, 6, and 5 are responsible
for ensuring that the message is formatted in a way that can be understood by the application running
on the destination host. This process is called encoding. The upper layers then send the encoded
messages to the lower layers for transport across the network. Figure 2-6 shows some of the functions
that the upper layers can perform. Transporting the e-mail to the correct server relies on the configura-
tion information provided by the user. Problems that occur at the application layer are often related to
errors in the configuration of the user software programs.

Figure 2-6 OSI Upper-Layer Functions

Server Server

Application

Presentation
Initiate the communication
Session process.
Format and encode the data
Transport for transmission.
Network Encrypt and compress the
data.
Data Link
Establish and monitor e-mail
Physical session with destination.

Step 2: Layer 4 Packages the Data for End-to-End Transport

The data that comprises the e-mail message is packaged for network transport at Layer 4. Layer 4
breaks the message into smaller segments. A header is placed on each segment, indicating the TCP
or UDP port number that corresponds to the correct destination application. Examples of application
layer destination port numbers include port 80 for HTTP and port 21 for FTP session control. When
28 Working at a Small-to-Medium Business or ISP, CCNA Discovery Learning Guide

e-mail is sent, the destination application port is 25, which corresponds to Simple Mail Transport
Protocol (SMTP). Functions in the transport layer indicate the type of delivery service. E-mail uses
TCP segments, so the destination e-mail server acknowledges packet delivery. Layer 4 functions are
implemented in software that runs on the source and destination hosts. Firewalls often use the TCP
and UDP port numbers to filter traffic. Therefore, problems that occur at Layer 4 can be caused by
improperly configured firewall filter lists. The process of adding a transport header to each user data
segment is called encapsulation. As the user data moves down through the protocol stack, each layer
encapsulates the next, until the bits are transmitted onto the medium.

Step 3: Layer 3 Adds the Network IP Address Information

The segments of e-mail data received from the transport layer are put into packets. Each packet con-
tains a header with the source and destination logical IP addresses. Routers use the destination address
to direct the packets across the network along the appropriate path. Incorrectly configured IP address
information on the source or destination hosts can cause Layer 3 problems. Because routers also use
IP address information, router configuration errors can also cause problems at this layer.

Step 4: Layer 2 Adds the Data Link Layer Header and Trailer
Each network device in the path from the source to the destination, including the sending host, encap-
sulates the packet into a frame. The frame header contains the physical or hardware address of the
next directly connected network device on the link. Each device in the chosen network path requires
framing for it to connect to the next device. In addition to the header, a trailer is added to the end
of the packet to complete the frame. The trailer contains a checksum to help ensure that the frame
content received by a device is the same as that which was sent by the previous device in the series.
As data travels through a network, it may pass through many different types of devices. The frame
type and physical addressing can change at each device, but the internal contents of the frame do not
change. For example, a package that is sent to someone may go from a car to a truck to an airplane to
another truck before it reaches the end user. The type of carrier and vehicle identification changes at
each step, but the contents of the package being carried do not. Switches and network interface cards
(NIC) use the information in the frame to deliver the message to the correct destination device.
Incorrect NIC drivers, interface cards themselves, or hardware problems with switches can cause
Layer 2 issues.

Step 5: Layer 1 Converts the Data into Bits for Transmission

The frame is converted into a pattern of 1s and 0s (bits) for transmission on the medium. A clocking
or timing function enables the devices to distinguish these bits as they travel across the medium. The
medium can change along the path between the source and destination. For example, the e-mail mes-
sage can originate on an Ethernet LAN, cross a fiber-optic campus backbone, and cross a serial WAN
link until it reaches its destination on another remote Ethernet LAN. Layer 1 problems can be caused
by loose or incorrect cables, malfunctioning interface cards, or electrical interference.
Figure 2-7 shows a completed Ethernet frame ready for transmission over the network to the e-mail
server. It takes many of these frames to carry the entire message. A portion of the user e-mail data is
encapsulated in a TCP segment. The TCP segment is encapsulated in an IP packet, and the IP packet
is encapsulated in the Ethernet frame. On its way to the e-mail server, this Ethernet frame may pass
through multiple switches and one or more routers. As the frame passes through each router, the exit-
ing frame header is stripped and replaced with another header. This could be an Ethernet header or a
WAN link encapsulation header, depending on the link type to which it is being forwarded.
 Chapter 2: Help Desk 29

Figure 2-7 Encapsulated Components Within an Ethernet Frame

IP
Header
Ethernet TCP Ethernet
Trailer Header Header

Data TCP IP Ethernet

User
Data
TCP Segment
IP Packet
Ethernet Frame

Direction of Frame Movement

At the receiving e-mail server, the process described in Steps 1 through 5 is reversed, with the mes-
sage traveling back up the layers to the appropriate application. The Ethernet frame header is stripped,
followed by the IP header and then the TCP header. After all TCP segments have been received and
reassembled on the e-mail server, the e-mail message is stored on the server’s hard disks. When the
e-mail recipient retrieves the message from the server, it starts the process of encapsulation again to
transmit the message over the network to the final recipient host. There the frames are de-encapsulated
so that the user can read them.

Interactive Activity 2-3: Identify OSI Layer Protocols and Technologies (2.2.2)
In this interactive activity, you identify the layer to which the protocol or technology belongs. Use file
d2ia-222 on the CD-ROM that accompanies this book to perform this interactive activity.

Troubleshooting Using the OSI Model

As a theoretical model, the OSI model defines the functions that take place at the seven layers. These
then can be associated with the protocols, hardware, and other specifications that operate at these layers.
The OSI model also provides a systematic basis for troubleshooting a network. In any troubleshooting
scenario, the basic problem-solving procedure includes the following steps:
Step 1. Define the problem.
Step 2. Isolate the cause of the problem.
Step 3. Solve the problem:
■ Identify and prioritize alternative solutions.
■ Select one alternative as the solution.
■ Implement the solution.
■ Evaluate the solution.
■ Document the solution.
30 Working at a Small-to-Medium Business or ISP, CCNA Discovery Learning Guide

If an identified solution does not fix the problem, undo any changes, and proceed to the next possible
solution. Loop through the steps until a solution works.
In addition to the basic problem-solving procedures, the OSI model can be used as a troubleshooting
guide. In any troubleshooting situation, it is usually best to start with the easiest items to check. Using
the OSI model as a guide, the help desk technician can query the customer to help define the problem
and isolate the cause. The OSI model can be used to analyze and troubleshoot a problem when access-
ing a website. Different problems at each layer can contribute to the symptoms being experienced. For
example, as shown in Table 2-1, you can ask the following questions to help isolate the problem to a
specific layer or group of layers.

Table 2-1 OSI Model Layers and Related Issues

Layer Question

Layers 5 through 7: Upper layers Can your browser open this website?
Layer 4: Transport Do you have a firewall configured on your PC?
Layer 3: Network Can you ping your default gateway?
Layer 2: Data link Is the link light on your NIC on?
Layer 1: Physical Is your network cable plugged in and secure?

When troubleshooting a problem using the OSI model, you have three basic troubleshooting approaches:
■ Bottom-up
■ Top-down
■ Divide-and-conquer

Bottom-Up Approach
The bottom-up approach to troubleshooting a networking problem starts with the network’s physical
components and works up the layers of the OSI model. Bottom-up troubleshooting is an effective and
efficient approach for situations when the problem is suspected to be physical. Physical problems are
usually fairly easy to rule out and can save you time troubleshooting other higher-level issues. For example,
if the cable is unplugged, it does not make sense to spend time trying to analyze upper-layer problems.

Top-Down Approach
When you apply a top-down approach to troubleshooting a networking problem, you start with the
user application and work your way down the layers of the OSI model. The top-down approach is usu-
ally the simple route and typically affects only one or a few users. Lower layers, or network infra-
structure, usually affect more than a few users.
For example, if a user cannot get to a website, the technician can start at the top of the OSI model and
try accessing a different website. If the other website can be accessed, the problem is probably with
the first website. If the second site is also inaccessible, the technician can move down the OSI model
and check for a firewall blocking ports at the transport layer. The technician could then check IP set-
tings on the host and try pinging the default gateway or the DNS servers to determine if the problem
is at the network layer.
 Chapter 2: Help Desk 31

Divide-and-Conquer Approach
The divide-and-conquer approach is generally used by more experienced network technicians. The
technician makes an educated guess targeting the problem layer and then moves up or down the OSI
layers based on the observed results.

Help Desk Troubleshooting Example

The help desk technician usually has a standard checklist or script to follow when troubleshooting a
problem. Often the script takes a bottom-up approach to troubleshooting because physical problems
usually are the simplest to diagnose and repair, and the bottom-up approach starts with the physical
layer.

Layer 1 Troubleshooting
The technician should start with Layer 1 issues. Remember, Layer 1 deals with the physical connec-
tivity of the network devices. Layer 1 problems often involve cabling and electricity and are the cause
of many help desk calls. Some of the more common Layer 1 problems include the following:
■ Device power is off
■ Device power is unplugged
■ Loose network cable connection
■ Incorrect cable type
■ Faulty network cable
To troubleshoot at Layer 1, check that all devices have the proper electrical supply and that they are
turned on. This seems obvious, but many times a device within the network path from source to desti-
nation may be overlooked by the person reporting the problem. If any LEDs display the status of the
connectivity, verify with the customer that they are indicating correctly. If the technician is onsite at
the customer location, the next step is to visually inspect the network cabling and reconnect cables to
ensure a proper connection. Figure 2-8 shows the back of a router with various connections, including
an Ethernet cable, console cable, serial cable, and power cord. Any of these can cause Layer 1 prob-
lems that might prevent network communication.

Figure 2-8 Cables and Connections

Ethernet Cable Console Cable Serial Cable Power Cord

When remotely troubleshooting a problem, talk the caller through each step. Tell the person what to
look for and what to do if an error is found. If it is determined that all Layer 1 issues have been
addressed, it is time to travel up the OSI model to Layer 2.
32 Working at a Small-to-Medium Business or ISP, CCNA Discovery Learning Guide

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. When remotely
troubleshooting a problem, it may be difficult to isolate a Layer 2 problem.
An onsite technician can check whether the NIC is installed and working properly. Reseating the NIC,
or replacing a suspected faulty NIC with a known good NIC, helps isolate the problem. The same
process can be done with any network switch.

Layer 3 Troubleshooting
At Layer 3, the technician needs to investigate the logical addressing used in the network, such as the
IP addressing scheme. If the network is using IP addressing, the technician verifies that the device has
the proper settings, such as
■ IP address within the assigned network
■ Correct subnet mask
■ Correct default gateway
■ Other settings as required, such as DHCP or DNS
Most network problems usually can be resolved using Layer 1, 2, and 3 troubleshooting techniques.
At Layer 3, several utilities can assist with the troubleshooting process. Three of the most common
Windows command-line tools are ipconfig, ping, and tracert. Linux and UNIX hosts use ifconfig,
ping, and traceroute. Cisco network devices such as switches and routers can also use ping and
traceroute. Examples of the output from the Windows versions of these tools follow.
ipconfig shows IP settings on the computer, as shown in Example 2-1.

Example 2-1 Sample ipconfig Output

C:\> ipconfig

Windows IP Configuration
Ethernet adapter Local Area Connection:
Connection-specific DNS Suffix . : cisco.com
IP Address. . . . . . . . . . . : 192.168.1.100
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Default Gateway . . . . . . . . . : 192.168.1.1

ping tests basic network connectivity, as shown in Example 2-2. If the IP address 192.168.1.1 is on
the same local Ethernet network as the host that issued the ping, the ping demonstrates that the target
host is up and configured correctly and that any switches in between are functioning properly. If the
two hosts are on different networks, separated by routers and perhaps one or more WAN links, the
ping demonstrates that the host is configured correctly with a default gateway. It also shows that the
gateway and any other routers or WAN links between the two hosts are functioning properly.

Example 2-2 Sample ping Output

C:\> ping 192.168.1.1

Pinging 192.168.1.1 with 32 bytes of data:

Reply from 192.168.1.1: bytes=32 time<1ms TTL=64
 Chapter 2: Help Desk 33

Reply from 192.168.1.1: bytes=32 time<1ms TTL=64

Reply from 192.168.1.1: bytes=32 time<1ms TTL=64
Reply from 192.168.1.1: bytes=32 time<1ms TTL=64
Ping statistics for 192.168.1.1:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 0ms, Average = 0ms

traceroute or tracert determines whether the routing path between the source and destination is available,
as shown in Example 2-3. This example illustrates a Windows PC issuing the command. If this were a
Linux or UNIX host or a Cisco networking device, such as a router, the command used would be
traceroute.

Example 2-3 Sample tracert Output

C:\> tracert www.cisco.com

Tracing route to www.cisco.com [198.133.219.25]

over a maximum of 30 hops:
<some output omitted>
1 <1 ms <1 ms <1 ms 192.168.1.1
2 8 ms 9 ms 7 ms 10.44.192.1
3 7 ms 7 ms 10 ms gig5-2.rtr3.cisco.com [172.18.234.57]
4 9 ms 9 ms 10 ms www.cisco.com [198.133.219.25]
Trace complete

Layer 4 Troubleshooting
If Layers 1 through 3 all appear to be operating normally and the technician can successfully ping the
IP address of the remote server, it is time to check the higher layers. For example, if a network fire-
wall is used along the path, it is important to check that the application TCP or UDP port is opened
and that no filter lists are blocking traffic to that port.

Layer 5 Through 7 Troubleshooting

The technician should also check the application configuration. For example, if troubleshooting an e-
mail issue, ensure that the application is configured with the correct sending and receiving e-mail
server information, as shown in Figure 2-9. In the figure, the e-mail server name is specified. If the
wrong server name is specified, the e-mail client cannot send or receive e-mail. Because the server
name must be resolved to an IP address before e-mail can be sent or received, it is also necessary to
ensure that Domain Name System (DNS) resolution is occurring as expected. This can be done by
pinging the e-mail server by name and IP address. If the technician can ping the server by IP address
but not by name, there could be a problem with DNS. Further testing can also be performed by pinging
the primary and secondary DNS servers to see if they are up. Remote technicians can check higher-
layer issues by using other network utility tools, such as a packet sniffer, to view traffic as it crosses
the network. A network application, such as Telnet, can also be used to view configurations remotely.
34 Working at a Small-to-Medium Business or ISP, CCNA Discovery Learning Guide

Figure 2-9 E-mail Account Settings

Note
Just because you cannot ping a server or telnet to it does not mean that the server is down or inaccessible.
Firewalls and server OS settings may prevent ping and telnet as a protection measure for the server.

The bottom-up approach works for many situations, but the top-down approach can also be used. The
top-down approach simply reverses the order in which things are checked, starting with the application layer.
The divide-and-conquer approach can also be used. With this technique the technician may choose to
start the troubleshooting process at a middle layer, such as the network layer. The technician then
works up or down the OSI model, depending on the troubleshooting results from that layer.

Interactive Activity 2-4: Identify Network Issues at OSI Layers (2.2.3)

In this interactive activity, you identify whether a network issue occurs at Layer 1, Layer 2, Layer 3,
Layer 4, or Layers 5 through 7. Use file d2ia-223 on the CD-ROM that accompanies this book to per-
form this interactive activity.

ISP Troubleshooting
Network help desk personnel must be prepared for various types of potential end-user problems, but
most can be categorized as either e-mail-related or an inability to access a network resource due to
connectivity issues. Problems can usually be resolved remotely but may require an onsite visit by the
technician. This section covers the use of help desk records, remote diagnostics, and onsite customer
procedures.

Help Desk Troubleshooting Scenarios

The number and types of calls received by the help desk can vary considerably. Some of the most
common calls include e-mail and connectivity issues.
 Chapter 2: Help Desk 35

E-mail Issues
Common e-mail issues include the following:
■ You can receive but not send
■ You can send but not receive
■ You cannot send or receive
■ Nobody can reply to your messages
A very common cause of many e-mail problems is using the wrong POP, IMAP, or SMTP server
name. It is best to check with the e-mail administrator to confirm the proper name of the e-mail server
and SMTP server. In some cases, the same server name for both POP/IMAP and SMTP are used.
Also, confirm that the username and password are correct.
When troubleshooting these issues over the phone, it is important to step the customer through the
configuration parameters carefully. Many customers are unfamiliar with both the terminology and the
values of the various configuration parameters. If possible, connecting to the customer device via remote
management software, using in-band management, is preferred. Examples of remote desktop management
software include PC Anywhere, LogMeIn, and GoToMyPC. Use an Internet search engine with the
keywords “remote desktop management software” to see many others. When the technician uses remote
desktop tools, the end user must allow the remote application to access his or her PC. This allows the
technician to take control of the customer’s PC and perform the necessary steps for the customer.
Another problem that can affect application functionality is a failure of DNS to correctly resolve server
names. This can be checked with the command-line ping or nslookup. A simple web browser check
for DNS operation can prevent needless troubleshooting steps.

Host Configuration Issues

A common issue that can prevent connectivity to the Internet or other network resources is improperly
configured host addressing information. This can include an incorrect IP address, subnet mask, or
default gateway, or a combination of these.
In environments where the IP addressing information is manually configured, it is possible that the IP
configuration was simply entered incorrectly. In environments where hosts are configured to dynami-
cally receive an IP address from an assignment server, such as a DHCP server, the DHCP server may
fail or become unreachable due to network issues.
If a Windows host is configured to receive an address dynamically, and an assignment server, such
as a DHCP server, is unavailable or unreachable, the operating system will automatically assign a
link-local address to the local host. IPv4 addresses in the address block 169.254.0.0 to 169.254.255.254
(169.254.0.0/16) are designated as link-local addresses. A link-local process will randomly select an
IP address within the 169.254.0.0/16 range. But what prevents two hosts from randomly selecting the
same IP address?
When the link-local process selects an IP address, it sends an ARP query with that IP onto the network
to see if any other devices are using that address. If there is no response, the IP address is assigned to
the device; otherwise, another IP address is selected and the ARP query is repeated. Microsoft refers
to link-local addresses as Automatic Private IP Addressing (APIPA).
If multiple hosts on the same network obtain a link-local address, client/server and peer-to-peer appli-
cations between those hosts will work properly. However, because link-local addresses are in the private
Class B address space, communication outside the local network is not possible.
36 Working at a Small-to-Medium Business or ISP, CCNA Discovery Learning Guide

When troubleshooting both manually and dynamically configured hosts, use the host command
ipconfig /all to verify that the host is using the appropriate IP configuration.
In Figure 2-10, the DHCP server on Network A is down. All Microsoft OS hosts on this network
receive an APIPA link-local address. They are able to communicate locally but are unable to access
other hosts on other networks. The DHCP server on Network B is up and all hosts on that network
receive normal IP addressing. These hosts can communicate with each other and with hosts on the
Internet.

Figure 2-10 APIPA Addressing Issues

Router does not forward link-local

APIPA addresses from Network A.

Internet

Network A Network B

Customer Connectivity Issues

Connectivity problems are more common with new customers trying to connect for the first time;
however, sometimes existing customers encounter connectivity issues. First-time customers usually
have a problem with the hardware as well as software settings. Existing customers notice connectivity
problems when they cannot open a web page or connect to instant messaging or e-mail.
There can be many reasons why a customer has no connectivity:
■ Billing account issues
■ Hardware failure
■ Physical layer problems
■ Application settings
■ Application plug-in is missing
■ Missing applications
In many cases, the problem is a faulty cable, or even a cable plugged in to an incorrect port. These
types of issues can be resolved by checking the cable connection or replacing the cable.
Other problems, such as software issues, may be more difficult to detect and might require researching
similar issues on FAQs or a knowledge base. One example is an incorrectly loaded TCP/IP stack,
preventing IP from operating correctly. The TCP/IP stack can be tested and verified using a loopback
address. The loopback is a special address, the reserved IPv4 address 127.0.0.1, which hosts use to
direct traffic to themselves.
 Chapter 2: Help Desk 37

The loopback address creates a shortcut method for TCP/IP applications and services that run on the
same device to communicate.
You can ping the loopback address to test the configuration of TCP/IP on the local host. If you are
unable to get a response when pinging the loopback address, suspect an improperly configured or
installed TCP/IP stack.
Addresses 127.0.0.1 through 127.255.255.254 are reserved for testing purposes. Any address within
this block will loop back within the local host. No address within this block should ever appear on any
network. Despite the fact that the entire 127.0.0.0/8 network range is reserved, the only address typi-
cally used for loopback testing is the 127.0.0.1 address.

Troubleshoot and Resolve Network Connectivity Issues (2.3.1)

Packet Tracer
Activity In this activity, you troubleshoot and resolve a network connectivity issue. Use file d2-231.pka on the
CD-ROM that accompanies this book to perform this interactive activity.

Creating and Using Help Desk Records

When a Level 1 help desk technician receives a call, he or she follows a certain process in gathering
information and using a system to store and retrieve relevant information. This is extremely important
in case a call has to be escalated to Layer 2, or even needs an onsite visit.
The information gathering and recording process starts as soon as the technician answers the phone.
When the customer identifies himself or herself, the technician accesses the relevant customer infor-
mation. Typically, a database application is used to manage the customer information. Examples of
help desk software include Autotask, Help Desk, and HelpSTAR. Use an Internet search engine with
the keywords “help desk management software” to see many others.
The information is transferred to a trouble ticket, or incident report. This document can be a piece of
paper in a filing system or an electronic tracking system designed to follow the troubleshooting process
from beginning to end. Each person who works on the customer’s problem is expected to record in the
trouble ticket what was done. When an onsite call is required, the trouble ticket information can be
converted to a work order, as shown in Figure 2-11, that the onsite technician can take to the customer site.
38 Working at a Small-to-Medium Business or ISP, CCNA Discovery Learning Guide

Figure 2-11 Work Order Form

Company Name: JH Travel

Contact: Don Handy
Company Address: 204 N, Main Street Work Order
Company Phone: 1-866-555-0998

Generating a New Ticket

Category: Hardware Closer Code Status Open

Type: Escalated Yes Pending

Item Pending Until Date

Business Impacting? X Yes O NO

Summary The computer will not start up. The computer beeps constantly.

Case ID# Connection Type

Priority 2 Environment
User Platform Windows XP Pro

Problem Description: Computer will not boot. Customer does not know the
manufacturer of the BIOS. Cannot identify error from beep sequence. Customer did
not hear any strange sounds from the computer. Customer does not smell smoke or
burning electronics.

Problem Solution

When a problem is resolved, the solution is documented on the customer work order or trouble ticket
and in a knowledge-base document for future reference.
Occasionally, the help desk technician may receive a call that cannot be resolved quickly. In this case,
the technician is responsible for passing the call to someone who is more qualified to resolve the
issue. This is the process of call escalation, in which the call is passed to a Level 2 technician.
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.
If the help desk technicians cannot remotely fix the problem, it is often necessary to dispatch a mobile
onsite technician to the customer premises. It is the job of the onsite technician to visit the customer
premises to physically work on the problem equipment. The help desk technician can make an
appointment with the customer for the onsite technician to perform the repairs, or it may be the
responsibility of the onsite technician to arrange the appointment.
 Chapter 2: Help Desk 39

To properly troubleshoot the problem, the onsite technician reviews the trouble ticket to see what was
previously done. This review gives the technician some background information, as well as a logical
starting point. It also helps the technician decide which tools and supplies to bring, rather than having
to leave the customer site to obtain supplies.
Onsite technicians typically work on the network at the customer location. But sometimes the technician
is unable to make the needed repairs and must bring the damaged equipment back to the ISP site for
repair. In many cases, the technician can install a replacement unit to get the customer up and running.
The onsite technician can bring a number of tools to help with the job, such as those shown in Figure
2-12. These can include, but are not limited to, the following:
■ Crimpers: Used to crimp the connector to the cable.
■ Cable: Used to run new cable or replace old cable.
■ Cable tester: Used to determine cable length and whether a cable is good or bad.
■ Connectors: Used to make new cables or replace broken connectors.
■ Multimeter: Used to check an electric circuit.
■ Laptop: Used to test the network through various utility programs.
■ Hub or small switch: Used to connect multiple computers to a single network.
■ Floppy disk: Used for boot disks.
■ CD-ROM: Used to boot and store troubleshooting utilities.
■ USB flash drive: Used to store files and troubleshooting utilities.
■ Cell phone: Used to call the office and set up and confirm appointments with customers.

Figure 2-12 Troubleshooting Tools

40 Working at a Small-to-Medium Business or ISP, CCNA Discovery Learning Guide

Customer Site Procedures

An onsite technician should follow four steps before beginning any troubleshooting or repair at the
customer site:
Step 1. Provide proper identification to the customer.
Step 2. Review the trouble ticket or work order with the customer to verify that the information is
correct.
Step 3. 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.
Step 4. Obtain permission from the customer to begin the work.
The technician must verify all items on the trouble ticket. As soon as the technician is familiar with all
the issues, the work can begin. The technician checks all device and network settings and runs any
necessary utilities. When necessary, the technician may have to swap out suspected faulty hardware
with known good hardware to determine if a hardware problem exists. After the technician determines
the cause of the problem, he or she can attempt the repair and observe the results.
When performing any troubleshooting tasks on site, especially when installing new or replacing exist-
ing equipment, it is important to minimize the risk of injury by following good safety practices. Many
employers offer safety training as part of their employee services.
Different equipment and workspaces require you to take special care while troubleshooting, as follows:
■ Ladders: Use ladders to reach high locations to install networking cable and to install or troubleshoot
wireless access points in places that are difficult to reach. To reduce the risk of falling off the lad-
der or dropping equipment while climbing on the ladder, work with a partner whenever possible.
■ High or dangerous locations: Sometimes network equipment and cables are located in high and
dangerous places that are not accessible by a ladder, such as on the side of a building, on rooftops,
or in an internal structure such as an elevator shaft. Work performed at this type of location must
be done very carefully. Using a safety harness reduces the risk of falling.
■ Electrical equipment: If there is a risk of damaging or coming in contact with any electrical
lines when handling hardware, consult with the customer’s electrician about measures that can be
taken to reduce the risk of electrical shock. Coming in contact with electrical equipment can
result in serious personal injury.
■ Awkward spaces: Network equipment is often located in narrow and awkward spaces. Ensure
that the work area is properly lighted. Determine the best way to lift, install, and remove equipment
to minimize the risks.
■ Heavy equipment: Networking devices can be large and heavy. Plan to have the correct equipment
and trained personnel when heavy equipment needs to be installed or moved at a customer site.
When finished, the technician communicates to the customer the nature of the identified problem,
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.
 Chapter 2: Help Desk 41

The customer receives a copy of the documentation. The document includes the original help desk call
problem and the actions taken to solve it. The technician records the final solution, and the customer
acceptance is indicated on the trouble ticket. For future reference, the technician should also record
the problem and the solution in the help desk documentation and FAQs.
In some cases, an onsite technician can uncover network problems that require upgrades or reconfigu-
ration of the network devices. When this occurs, it may be outside the scope of the original trouble
ticket. These issues usually are communicated to both the customer and the ISP network personnel for
further action.
42 Working at a Small-to-Medium Business or ISP, CCNA Discovery Learning Guide

Summary
Help desk technicians provide solutions to customers’ network problems. Help desk user support usu-
ally exists at three levels. Incident management is the basic procedure followed when a help desk
technician initiates the standard problem-solving processes. Help desk operation relies on opening
trouble tickets and logging information.
Customer service and interpersonal skills are important when handling difficult clients and incidents.
Some of the skills that are consistently used in successful help desk communication include
■ Preparation
■ Courteous greeting
■ Listening to the customer
■ Adapting to the customer’s temperament
■ Correctly diagnosing a simple problem
■ Logging the call
A layered approach is used for troubleshooting. The layered OSI model breaks the task of network
communication into multiple processes. Each process is a small part of the larger task. The seven lay-
ers of the OSI reference model can be divided into two categories: upper and lower layers. Upper lay-
ers consist of any layer above the transport layer and are implemented in software. Lower layers con-
sist of the transport, network, data link, and physical layers and handle data transport functions. Using
the OSI model, the help desk technician can troubleshoot using a bottom-up, top-down, or divide-and-
conquer approach.
Information gathered from the customer is transferred to the trouble ticket, or incident report. Some of
the most common customer service calls are about e-mail and connectivity issues.
Level 1 and Level 2 help desk technicians attempt to solve customer problems over the telephone or
web or by using remote desktop-sharing applications. Sometimes it is necessary to dispatch a mobile
onsite technician, or Level 3 technician.
It is important to document the solution on the customer work order, on the trouble ticket, and in a
knowledge-base document for future reference.

Activities and Labs

This summary outlines the activities you can perform to help reinforce important concepts described
in this chapter. You can find the activity and Packet Tracer files on the CD-ROM accompanying this
book.

Interactive Activities on the CD:

Interactive Activity 2-1: Identify Technician Support Level Responsibilities (2.1.2)
Interactive Activity 2-2: Determine the Customer Support Process (2.1.3)
Interactive Activity 2-3: Identify OSI Layer Protocols and Technologies (2.2.2)
Interactive Activity 2-4: Identify Network Issues at OSI Layers (2.2.3)
 Chapter 2: Help Desk 43

Packet Tracer Activity on the CD:

Packet Tracer
Activity Troubleshoot and Resolve Network Connectivity Issues (2.3.1)

Chapter 2 does not have a Hands-on Lab in Part II of this book.

Check Your Understanding

Complete the review questions to test your understanding of the topics and concepts in this chapter.
Appendix A, “Check Your Understanding and Challenge Questions Answer Key,” lists the answers.
1. Indicate whether the network function is associated with the transport or network layer by placing
a T or N next to it:
A. Packages data in segments for transmission: ___
B. Routes packets between networks: ___
C. Encapsulates data in packets for transmission: ___
D. Uses UDP for real-time data streaming: ___
E. Adds port numbers: ___
F. Adds IP addresses to data packets: ___

2. Using a systematic troubleshooting approach, a help desk technician suspects a problem at Layer 3
of the OSI model. Which two questions could the technician ask to isolate the problem to Layer 3?
A. Is your PC configured for DHCP?
B. Can you browse to http://www.cisco.com?
C. Is your network cable plugged in?
D. Can you ping your default gateway?
E. Do you see a link light on your network card?

3. Indicate the OSI layer that each question is associated with if a help desk technician is using a
bottom-up approach to troubleshooting. Place the OSI model layer number next to each question
to indicate the order in which the technician would troubleshoot. For the application layer, use
Layers 5 through 7.
Is your network cable securely connected? ___
What mail server is listed in the outgoing server setting? ___
Is your Windows firewall blocking port 25? ___
Do you see a link light on your network card? ___
What is the subnet mask on Local Area Connection 2? ___
44 Working at a Small-to-Medium Business or ISP, CCNA Discovery Learning Guide

4. A customer call has been escalated to an onsite technician because the Level 1 and 2 technicians
could not determine the problem. Which three tasks would the onsite technician perform?
A. Open the trouble ticket and enter the customer’s information.
B. Replace faulty cables or connections.
C. Check to see if the ISP’s e-mail server is working.
D. Correct PC network settings, and run any necessary utilities.
E. Swap out suspected faulty hardware with known good hardware.
F. Check the customer’s account payment status.

5. Which two actions should be taken after a customer problem is resolved by the ISP help desk?

A. Delete the trouble ticket from the database.

B. Document the solution in the trouble ticket or work order.
C. Escalate the trouble ticket to Level 2 for future reference.
D. File a work order for customer notification.
E. Copy the solution into a knowledge-base document for future reference.

6. Which two scenarios are common causes of physical network connectivity problems?

A. The monitor is unplugged

B. The Ethernet cable is plugged into the wrong port
C. Incorrect default gateway
D. Unassigned IP address
E. Faulty Ethernet cable

7. Indicate whether each network component or function is associated with the physical, data link,
or network layer by placing a P, D, or N next to it:
A. Twisted-pair cable: ___
B. IP address: ___
C. Routing: ___
D. Switching: ___
E. MAC address: ___
F. Hub: ___

8. What two tasks should an onsite technician perform before beginning any troubleshooting or
repair at the customer site?
A. Review the trouble ticket with the customer to verify that the information is correct.
B. Take damaged equipment to the ISP site for repair.
C. Document the troubleshooting task performed and the solution.
D. Provide identification, including name and place of employment.
E. Examine cabling to determine if it is faulty or connected to the wrong port.
 Chapter 2: Help Desk 45

9. Match the technical skill on the left to the appropriate help desk activity on the right:

Skill Help Desk Activity

Make notes about the resolution of a help desk case Providing a courteous greeting
Answer calls in a friendly, professional manner Adapting to the customer’s temperament
Speak in a calm, reassuring manner Logging the call
Get all relevant information from the customer Diagnosing a problem correctly
Use analytical tools to provide a problem resolution Listening to the customer

10. An ISP customer calls to report that the web server web-s1.cisco.com cannot be reached through
a web browser. The technician uses command-line utilities to verify the problem and to begin the
troubleshooting process. Based on the results shown in the following sample output, what can you
determine about the problem? (Choose two.)
C:\> ping web-s1.cisco.com

Ping request could not find host web-s1.cisco.com. Please check the name and try again.
C:\> ping 192.168.0.10

Pinging 192.168.0.10 with 32 bytes of data:

Reply from 192.168.0.10: bytes=32 time<10ms TTL=64
Reply from 192.168.0.10: bytes=32 time<10ms TTL=64
Reply from 192.168.0.10: bytes=32 time<10ms TTL=64
Reply from 192.168.0.10: bytes=32 time<10ms TTL=64
Ping statistics for 192.168.0.10:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 10ms, Maximum = 10ms, Average = 10ms

A. The web server at 192.168.0.10 can be reached from the source host.
B. A problem is occurring with the web server software on web-s1.cisco.com.
C. A router is down between the source host and the server web-s1.cisco.com.
D. DNS cannot resolve the IP address for the server web-s1.cisco.com.
E. The default gateway between the source host and the server at 192.168.0.10 is down.

11. A network technician is unable to telnet to a remote server from her workstation. She tries pinging
the server and is successful. Next she checks to see if a firewall is blocking Telnet port 23. Finally,
she checks to see if the Telnet service is running on the remote server. What troubleshooting
approach is she using?
A. Top-down approach
B. Divide-and-conquer approach
C. Bottom-up approach
D. Substitution
46 Working at a Small-to-Medium Business or ISP, CCNA Discovery Learning Guide

12. A technician uses the nslookup command to troubleshoot a problem when none of the users at a
customer’s location can access remote websites. What type of problem can this command help
diagnose?
A. The firewall is blocking port 23.
B. An Ethernet cable to one of the customer’s hosts is disconnected.
C. DNS is not resolving names to IP addresses.
D. Wireless connectivity issues are occurring.

13. When a Microsoft computer is configured as a DHCP client and a DHCP server is unavailable,
what type of address does the client receive?

14. The TCP/IP software stack on the local machine can be tested using what type of address?
 Chapter 2: Help Desk 47

Challenge Questions and Activities

These questions require a deeper application of the concepts covered in this chapter. You can find the
answers in Appendix A.
1. In your role as an internal organization help desk technician, you receive a call from a user stating
that she cannot access a file server that she normally works with.
A. Would you employ the top-down, bottom-up, or divide-and-conquer troubleshooting approach?
B. What questions would you ask the user to help identify the problem?
C. What other steps could you take to help resolve the problem?

2. In your role as an ISP help desk technician, you receive a call from a DSL/cable customer stating
that he cannot access any websites.
A. Would you employ the top-down, bottom-up, or divide-and-conquer troubleshooting approach?
B. What questions would you ask the customer to help identify the problem?
C. What other steps could you take to help resolve the problem?

3. Help desk person interview activity (optional).

In this activity you will contact a help desk person and, using the following form, ask him a few
questions about his job. This will help you better understand the background that a help desk
employee has and the nature of his work. This person can be an internal help desk person or one
who works for an ISP.
Use your help desk skills to interview the person. Tell him that you are a networking student and
would like a few minutes of his time. Be sure to thank him when the interview is complete.

Organization: ____________________________________________________________________

Person’s name: ____________________________________________________________________

Position/title: ____________________________________________________________________

Length of time with the company: ____________________________________________________

Number of years as a help desk support person: __________________________________________

Support level provided: ____________________________________________________________

Training/background/preparation:

________________________________________________________________________________

________________________________________________________________________________
Primary desktop management software used:

________________________________________________________________________________

________________________________________________________________________________
48 Working at a Small-to-Medium Business or ISP, CCNA Discovery Learning Guide

Help desk problem resolution software used:

________________________________________________________________________________

________________________________________________________________________________
Most common types of problems encountered:

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________
Most challenging problem solved:

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

Compare your notes with those of other students to try to develop a profile of a help desk
technician.