Information sheet 1 Addressing help desk and other support services
A help desk is a resource intended to provide the customer or end user with
information and support related to a companies or institution's products and services.
The purpose of a help desk is usually to troubleshoot problems or provide guidance
about products such as computers, electronic equipment, and network devices.
Issues can arise at numerous points along the network. Before you start trying to
troubleshoot any issue, you want to have a clear understanding of what the problem is,
how it came up, who it’s affecting, and how long it’s been going on. By gathering the
right information and clarifying the problem, you’ll have a much better chance of
resolving the issue quickly, without wasting time trying unnecessary fixes.
There are many ways designed to identify network problems.
using tools to identify and solve network problems
advice users and clients on time
complete support documentation
SUPPORT SERVICES
The term "support" refers to actions taken on behalf of users rather than those taken
on equipment and systems. Support denotes activities that keep users working or help
users improve the ways they work. Included under support might be such items as:
providing "Help Desks" and other mechanisms for resolving problems and
offering guidance (e.g., automated information systems and searchable
frequently-asked-question (FAQ) databases)
offering initial and ongoing training on equipment and software
identifying external resources, including websites, consultants, and volunteers as
appropriate
integrating instruction and technology, usually through observation and personal
interaction between a teacher and a technology coordinator
integrating administration and technology, usually conducted through specialized
consultants or software/systems vendors
How to Enable Event Viewer
The Windows Event Viewer allows previewing of logged events. Anytime a significant
event takes place on your Windows 7 machine, a log entry is added. It is recommended
to view these events through Event Viewer, even when the system if functioning
properly, to get an idea of the computer's normal state. Therefore, when a problem
occurs, it will be easier to identify events that are out of place. Checking the Event
Viewer for logged errors can help identify and diagnose the problem.
Self-Check 1 Written Test
Directions: Answer all the questions listed below. Use the Answer sheet in the
provided space
Short Answer Question
1. List three ways designed to identify network problems
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Score = ___________
Note: Satisfactory rating 100% Rating: ____________
You can ask your teacher for the copy of the correct answers.
Information sheet 2 Using various tools and knowledge of network
topology and protocols
Physical Network Topologies
A physical network topology shows the physical layout of the devices connected to the
network. Knowing how devices are physically connected is necessary for
troubleshooting problems at the Physical Layer, such as cabling or hardware problems.
Physical network topologies typically includes
Device types
Models and manufacturers of devices Cable types and identifiers
Locations Cabling endpoints
Operating system versions
Logical Network Topologies
A logical network topology shows how data is transferred on the network. Symbols are
used to represent network elements such as routers, servers, hubs, hosts, and security
devices. Logical network topologies typically include;
Device identifiers Routing protocols
Static and default routes IP addresses and subnet masks
Interface identifiers Data-link protocols
WAN technologies
In addition to network diagrams, other tools may be needed to effectively troubleshoot
network performance issues and failures.
Troubleshooting is the process of identifying, locating and correcting problems that
occur. Experienced individuals often rely on instinct to troubleshoot. However, there are
structured techniques that can be used to determine the most probable cause and
solution.
When a problem occurs on an enterprise network, troubleshooting that problem quickly
and efficiently is very important to avoid extended periods of downtime. Many different
structured and unstructured problem-solving techniques are available to the network
technician.
These include:
Top-down
Trial-and-error
Bottom-up
Substitution
Divide-and-conquer
Most experienced network technicians rely on the knowledge gained from past
experience and start the troubleshooting process using a trial-and-error approach.
Correcting the problem in this manner saves a great deal of time.
When a situation requires a more structured approach, most network personnel use a
layered process based on the OSI or TCP/IP models. The technician uses previous
experience to determine if the issue is associated with the lower layers of the OSI model
or the upper layers. The layer dictates whether a top-down or bottom-up approach is
appropriate.
Basic Network Problems
Cable Problem: The cable which is used to connect two devices can get
faulty, shortened or can be physically damaged.
Connectivity Problem: The port or interface on which the device is
connected or configured can be physically down or faulty due to which the
source host will not be able to communicate with the destination host.
Configuration Issue: Due to a wrong configuration, looping the IP, routing
problem and other configuration issues, network fault may arise and the
services will get affected.
Software Issue: Owing to software compatibility issues and version
mismatch, the transmission of IP data packets between the source and
destination is interrupted.
Traffic overload: If the link is over utilized then the capacity or traffic on a
device is more than the carrying capacity of it and due to overload condition
the device will start behaving abnormally.
