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IT & Systems
Marketing & Digital Agencies
Updated March 2026

Network Troubleshooting — Marketing & Digital Agencies Edition

A procedure for diagnosing and resolving network connectivity issues reported by users or detected by monitoring systems.

Purpose

To provide a systematic approach to identifying and resolving network problems quickly, minimising downtime and restoring connectivity for affected users and systems.

Scope

Covers all network connectivity issues including local area network problems, wireless connectivity, wide area network links, VPN connectivity, and internet access across all office locations.

Prerequisites

  • Network monitoring and management tools configured and operational
  • Network topology documentation and IP addressing scheme
  • Access to network device management interfaces
Compliance Note

Includes provisions for Australian Consumer Law (ACL), Privacy Act compliance for customer data, and ACMA spam regulations.

Step-by-Step Procedure

1

Receive and Triage the Issue

Accept the network issue report and gather initial information to understand the scope and impact.

  • 1.1Log the issue in the service desk system with the user details
  • 1.2Determine whether the issue affects one user, a group, or the entire network
  • 1.3Identify the type of connectivity problem: total loss, intermittent, or slow performance
IT Service Desk Analyst
5 minutes
IT Service Desk System, Monitoring Dashboard
2

Perform Initial Diagnostics

Run basic connectivity tests to isolate the problem area and determine whether the issue is local, network-wide, or external.

  • 2.1Check if the issue is limited to the user device by testing on an alternate device
  • 2.2Test connectivity to local network resources and the internet separately
  • 2.3Check monitoring systems for alerts or outages on network infrastructure
Network Support Technician
15 minutes
Ping and Traceroute Tools, Monitoring Dashboard
Tips
  • Work from the user device outward through the network to systematically isolate the fault
3

Isolate the Fault

Narrow down the fault to a specific component, link, or configuration issue based on diagnostic results.

  • 3.1Examine network device logs and interface status for errors
  • 3.2Check physical connections, cables, and port status
  • 3.3Review recent changes to network configuration that may have caused the issue
Network Support Technician
15 to 30 minutes
Network Management Console, Log Analysis Tools
4

Implement the Fix

Apply the appropriate resolution based on the identified fault, whether it is a configuration change, hardware replacement, or service restart.

  • 4.1Apply the fix such as restarting a service, reconfiguring a port, or replacing a cable
  • 4.2If the fix requires a change to network infrastructure, follow the change management process
  • 4.3Document the resolution steps taken
Network Support Technician
15 minutes to 2 hours
Network Management Console, Configuration Management
5

Verify Resolution

Confirm that the network issue has been resolved and connectivity is restored for all affected users.

  • 5.1Ask the reporting user to verify connectivity is restored
  • 5.2Run connectivity tests to confirm the fix is effective
  • 5.3Monitor for any recurrence over the next hour
Network Support Technician
10 minutes
Monitoring Dashboard, Ping Tools
6

Document and Close

Record the root cause, resolution, and any follow-up actions needed. Close the service desk ticket.

  • 6.1Document the root cause and resolution in the service desk ticket
  • 6.2Identify any preventive actions to avoid recurrence
  • 6.3Close the service desk ticket
Network Support Technician
5 minutes
IT Service Desk System

Quality Checkpoints

Issue scope is determined before detailed troubleshooting begins
Root cause is identified before applying a permanent fix
User confirms connectivity is restored before the ticket is closed

Common Mistakes to Avoid

Applying fixes without identifying the root cause, leading to recurring issues
Not checking for recent changes to the network that may have caused the problem
Failing to communicate status updates to affected users during extended outages
Not documenting the root cause and resolution, reducing the knowledge base value

Expected Outcomes

Mean Time to Resolve

Average time from issue report to confirmed resolution, measuring troubleshooting efficiency.

First-Contact Resolution Rate

Percentage of network issues resolved during the initial contact or within the first response.

Frequently Asked Questions

What if the entire office loses connectivity?

Site-wide outages are treated as high-priority incidents. The network team is immediately alerted and works to restore connectivity as quickly as possible. Status updates are communicated to all affected staff.

What should I try before contacting IT about a network issue?

Try restarting your device, checking that your network cable is securely connected, and toggling your wireless connection off and on. If the issue persists, contact the IT service desk.

How long does it take to resolve a network issue?

Simple issues like a disconnected cable are typically resolved within minutes. More complex infrastructure problems may take longer depending on the root cause and the need for vendor involvement.

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