Diagnose Printer Incidents.

Your boss wants you to develop a problem-solving checklist that can be used to
diagnose printer incidents. She has asked you to “keep it simple” and list only a half a dozen questions.
Prepare a list of three open-ended and three closed-ended questions that can be used to determine why a
customer may be having trouble printing a report.

In order to troubleshoot the printer problem. We need to follow certain steps and procedures along with the
application that has been used to lodge the problem to solve it.

After getting a complaint from customer for printer incident. We will first listen to customer carefully and the
problem customer is facing. Then we will make a notes of what can be the reasons of problem and will ask few
question from the customer to analyze the problem and what could be the reason for the problem.

Afterward we will analyze common symptoms and problems and try to take corrective measures to solve the
problem and if still we are unable to solve the incident, then we will issue a ticket and escalate to another level
through the application to solve the problem.

Open-Ended Questions

 What is the model number and brand name of the company?

Closed-Ended Question

 Has the printer attached to chords and power supply?

When providing the service to the customer, we need to follow few standard and procedures. The main thing we
need to take care of that we need to listen customer carefully and try to make notes of it. We need to issue the ticket
on the priority basis and it is the responsibility of the help desk to further contact the customer for the feedback.

Develop a flowchart that shows a script that explains the steps you might take to fault find a problem when a
customer rings or emails in to the service desk. Don’t forget to have a step which checks for security and
makes sure that the client does have the right to be on the system or gain your help. The script will allow you,
the technical support person, to ask a series of questions working through the problem and checking consult
that the authorization is not being broken.
Describe the process by which a USR’s queries are allocated priorities and logged on to the system and
escalated if needed. To whom and why would you assign this to them?

The one of the best thing we use in the help desk is the use of the software for call tracking system. The call-tracking
software can improve your efficiency and help you provide better support. It helps the help desk operator in many
ways like it will show the caller’s help desk history. It will show the details of the caller customer. This allows
agents to check for reoccurring or currently open problems. The system should allow each action and any follow-up
actions to be logged with the initial call.

The system should have an easily understandable and customizable system of grouping/categorizing calls. At a
minimum this should include problem type, how the call came to the help desk, call priority, and any applicable
service-level agreements (SLAs). Some systems reduce entry time through templates. This can reduce the time
require to log common questions and improve the proper categorization of calls.

Another feature that can be useful is the ability to attach documents or other files to a call ticket for future reference.
This allows system logs, screenshots, or other records to be stored directly with the issue.

The help desk agent doesn't work alone. It is important that all IT staff utilize the call-tracking system for support
issues. How call tickets are routed and stored in workgroup queues is an important consideration in selecting a
system. Call queues may be required if a dispatch agent handles incoming calls and assigns them to the appropriate
work group. The system should allow queues to be sorted on a variety of characteristics, such as priority, call type,
and user type.

All new call tickets should be automatically assigned to an agent. This requires that agents take ownership of calls
and ensure that calls are not ignored. If agents work on each other’s calls, make sure the help desk software allows
for the transferring of call tickets.

When call tickets are assigned to a workgroup or individual, automatic notification will pop up. Some systems send
an e-mail or text page to the appropriate agent.

Escalation tools should allow for the automatic notification of management if calls of a high priority are logged or
too much time has elapsed since the call was last updated. These tools are an excellent way to monitor your
organization's fulfillment of SLAs.

We need to follow certain standards and procedures to process the user queries. We need to first attend the customer
via email/phone or walk-in. Then will listen to the problem of the customer carefully and then try to write it down
for later use. After listening to customer incident will take the details of the customer and lodge the complaint. Then
will ask few questions from the customer to analyze the problem and try to rectify it and then solve it. If we are
unable to solve the problem, then will escalate it to another level. We need to follow the process which includes the
allocating and receiving the ticket, logging on priorities, escalation, assigning the call and then resolve the queries
and closing the ticket.

In this we firstly created a ticket based on their queries received from the customer, then we will try to resolve the
issue on the spot with the customer and if we are unable to resolve the issues, then we assign or allocate the ticket to
the another level.

After trying number of times, we will assign the ticket to the next level to solve the problem. If we want to protect it
with the unauthorized access we need to assign the ticket to someone particular along with that we need to keep the
ticket under the close section to make it accessible to authorized person only to protect the information from
unauthorized access.

When the help desk person logins to system then he can see the ticket which is assigned to him to solve and he will
try to solve this problem based on the priority that has been assigned. If level 2 is unable to resolve the issue, it will
pass on to another level which is level 3.After the issue has been resolved then the technician revert back to the level
one person who has assigned to ticket. Then level 1 person will we put the ticket into the resolved section and send it
back to the customer and wait for the customer feedback.

Now it is the responsibility of the person who issued the ticket to contact back the customer and after we got the
positive response from the customer then we will have to close the ticket.
We can control the delivery of the customer support by measuring the customer services delivery by making the
quality norm like greeting the customer and listening to the customer carefully and repeat whatever you understood
to make sure that it is correct and you understood whole problem. Ask customer what he/she think about the
problem like how it occurred and what are reasons that problem occurred.