HelpDesk – New or Replacement Printer Orders

Problem: Customer calls in and wants to order a new or replacement printer.

Things to Keep in Mind:

• This article applies to both new Multi-Function Devices (MFDs) like Canon copiers and Single-Function Devices (SFDs) like HP LaserJet printers.
• The ordering process may take several weeks or even months to complete.
• Ensure all relevant location and workflow details are provided in the initial request.

Lead Questions:

1. Is this request for a new printer or a replacement of an existing one?
2. What is the exact location for printer installation (room, floor, department)?
3. What is the reason for needing the printer (describe workflow/use case)?
4. What functionalities are needed (e.g., color printing, scanning, faxing, paper sizes)?
5. Are there any nearby printers that could fulfill the same role?
6. Has this request already been submitted through DHSM Self-Service?

Solution:

1. Submit the Request:
   • User (via DHSM Self-Service) or Help Desk analyst submits a ticket under Help Desk > Printing > Submit Request.
   • Include the following in the ticket:
     • Location of the printer (room, floor, department).
     • Description of workflow (why the printer is needed).
     • Desired functionality (e.g., color printing, scanning, faxing).
2. Set Expectations:
   • Inform the customer that printer requests typically take weeks to months, not days, to process.
3. Initial Assessment:
   • Assign the ticket to regional field staff for a site workflow assessment.
   • Determine if nearby devices can fulfill the need.
4. Model Recommendation:
   • After assessment, regional staff forward the ticket to IS – Support – Flo-Tech.
   • Flo-Tech recommends an appropriate printer model based on workflow, volume, and space.
5. Procurement Process:
   • Flo-Tech sends the recommendation to Supply Chain.
   • Supply Chain cuts purchase orders and adds the printer to the Flo-Tech contract.
6. Installation:
   • Supply Chain returns the ticket to Flo-Tech for printer installation scheduling.

Escalation Questions:

1. Has the ticket been created with all required location and workflow details?
2. Has the ticket been assigned to regional field staff for workflow assessment?

Escalation May need to Stop at Question 2? ____________________________________

3. Did Flo-Tech receive the assessment and provide a recommendation?
4. Has Supply Chain processed the purchase order?
5. Has Flo-Tech scheduled or completed the printer installation?
6. Are there any delays reported by any of the involved departments?

Service Catalog Values: Help Desk > Printing > Submit Request

Escalation Tree:

• Tier 1: IS – Support – LEB Hardware (Or Regional Support)
• Tier 2: IS – Support – FloTech
• Tier 3: N/A