Troubleshooting template for helpdesk

I need to create a template for the helpdesk in quickly resolving common printer problems, before sending the ticket to the technicians. any suggestions, or experience with this?

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Comments

Silver Bullet

Do you mean that you want to create a quick reference guide for common printer problems?

If that is what you are looking for then I may be able to help as I see printer problems that I feel should have been caught by helpdesk personnel on a regular basis.

RussS

Is your printer turned on?

Is there paper in the printer?

Are any warning lights blinking?

ubergeek

LoL.. that's the script when someone from dell troubleshoots some equipment.. LoL

neo468

Silver Bullet wrote:

Do you mean that you want to create a quick reference guide for common printer problems?

If that is what you are looking for then I may be able to help as I see printer problems that I feel should have been caught by helpdesk personnel on a regular basis.

Yes Silver that is exactly what I am trying to do. The IS team is trying to eliminate some of the calls going to desktop support, by having help desk resolve some of the issues themselves.