Troubleshooting template for helpdesk

neo468neo468 Member Posts: 123
in Off-Topic
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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  • Silver BulletSilver Bullet Member Posts: 676 ■■■□□□□□□□
    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.
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  • RussSRussS Member Posts: 2,068 ■■■□□□□□□□
    Is your printer turned on?

    Is there paper in the printer?

    Are any warning lights blinking?

    icon_lol.gif
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  • ubergeekubergeek Member Posts: 53 ■■□□□□□□□□
    :D LoL.. that's the script when someone from dell troubleshoots some equipment.. LoL
    Thank you for calling Cisco Technical Assistance Center.. This is Edward how may I help you?
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  • neo468neo468 Member Posts: 123
    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.
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