The HelpDesk is technically NOT responsible for troubleshooting printer problems in the labs on campus. Posted in the "unstaffed" labs are phone numbers for customers to call should they experience a problem printing in the lab. These numbers are NOT x3555, the HelpDesk number, but actually connect with the lab technician and his folks who keep up with lab equipment.

Occasionally, customers will call the HelpDesk to report these types of problems because they are so accustomed to calling x3555.

First, explain to the caller that there should be a posted number near the phone there in the lab to call for printer or hardware problems. Explain that there is another department on campus that handles campus labs and ask that they call the posted number to report the problem.

 If the customer is not receptive to your first explaination YOU can make the call for them. Find out what lab they are in and what type of trouble they are having as well as you can. If it is one of several printers lab services will need to know which one and likewise with any computer that is malfunctioning. All of the computers and hopefully the printers too will have ESN numbers which would be very helpful information to give the lab folks.

 Finally, you need to call in the trouble call to x 3671 OR x3262. Explain that you are calling from the HelpDesk, that you received a call from a lab and that you are calling in the trouble report. The student lab assistant you reach should know who to contact in their department and you can let the caller know that someone will be over to look at the problem as soon as possible.

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E-mail comments to Lon Jarvis jarvislb@jmu.edu
last updated 3/17/00