9.

4 Troubleshooting and
the help desk

LEE MIN CHUN
18DTK13F1038
MONGKHON A/L
KONG
18DTK13F1040
SITI KHADIJAH BT
MUHAMMED LAZA
18DTK13F1999
KESAVAKHANTHAN
NAIR A/L KESAVAN
18DTK13F1036
MUHD IZHAM BIN
YAAKUB
18DTK13F1035
AZRI ZAKWAN B
NORIZAN
18DTK11F2039

Welcome
9.4.1 Documentation
Network documentation is an important part of any
troubleshooting process.
Network documentation should include a normal or
baseline measurement of network performance
against which potential problems can be judged.
What is Baseline Measurement???
An accurate measurement of Process functionality
before any input change occurs. This allows a clear
measurement of the Viability of an applied
improvement or Solution to a known problem!!!

The performance baseline

types of traffic normally expected
the volume of traffic to and from servers
network devices.
(The baseline should be documented just after
the network is installed)

documentation
such as :
topology maps
network diagrams
addressing schemes
(it can provide valuable information when a
troubleshooter is trying to understand the
physical layout of the network)


Good troubleshooting
documentation should include

Initial problem
Steps taken to isolate the problem
Results of all steps taken, both successful and
unsuccessful
Final determined cause of the problem
Final problem resolution
Preventative measures


Using outside source to help

During the troubleshooting process
The troubleshooter is unable to determine the
problem
Its resolution


Some of the most common
sources for help include

Previously kept documentation
Online FAQs (Frequently Asked Questions)
Colleagues and other network professionals
Internet forums


The helpdesk is a group of individuals with the
knowledge and tools required to help
diagnose
correct common problems.
It provides assistance for the end-user to
determine if a problem exists, the nature of
the problem, and the solution.


9.4.2 the help desk


For example

Cisco Systems offers helpdesk assistance
for problems integrating
Cisco equipment into a network, or problems
that may occur after installation
There are many ways to
contact a helpdesk
including email (email is good for non-urgent
problems)
live chat
phone. (phone or live chat is better for
network emergencies)

when the helpdesk can take
control of a local host
through remote access
software
allows helpdesk technicians to run diagnostic
programs
interact with the host
network without having to physically travel
to a job site

> reduces the wait time for problem resolution and
allows the helpdesk to assist more users.<


As an end user

The helpdesk will require information on any
service
support plans that are in place along with
specific details of the affected equipment.
can include make, model and serial number along
with the version of firmware
operating system running on the device
require the IP and MAC address of the
malfunctioning device


The helpdesk will require
information specific to the
problem including

Who encountered the problem
Symptoms encountered
When the problem manifests
Steps taken to identify the problem
Results of steps taken

Record all information
regarding the interaction with
the helpdesk, such as

Time/date of call
Name/ID of technician
Problem reported
Course of action taken
Resolution/escalation
Next steps (follow-up)
(By working together with the helpdesk, most problems
can be resolved quickly and easily. Once resolved, be sure
to update all documentation accordingly for future
reference.)

Thank you for
listening