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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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Silver 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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RussS
Member Posts: 2,068 ■■■□□□□□□□
Is your printer turned on?
Is there paper in the printer?
Are any warning lights blinking?
www.supercross.com
FIM website of the year 2007 -
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ubergeek
Member Posts: 53 ■■□□□□□□□□
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? -
Optionsneo468
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.1's and 0's