The first question on any printing call is whether the printer is a Konica. Establish which device you are dealing with before troubleshooting anything.
Identify the device first
- HP and other Adelphi printers
- Supported. The standard questions and a restart; the Endpoint team if it persists.
- Konica multifunction device
- Outside Help Desk scope, with no Adelphi tag number. Ask the specific issue, restart it if it is beeping — a full power cycle if a restart does not stop it — and anything that does not clear goes to the number on the printer.
- Printer in the UC
- Taken care of by Student Community Engagement (SCE).
Not documented yet
Personal and departmentally bought printers
Still needed:
- Whether the Help Desk supports a student's or employee's own printer
- Whether printers a department bought itself are handled like other Adelphi printers
This step is deliberately blank rather than filled with a guess. Ask a supervisor or Rian Fernando before acting on it.
Saying “no” well
Out of scope does not mean unhelpful. The strongest version of this call is short, certain, and leaves the person knowing exactly who to contact next. Vagueness is what makes people angry — not the redirect itself.
- Say clearly that the device is outside what the Help Desk supports.
- Give them the specific next contact, not a general direction.
- Document the call like any other — out of scope still gets a ticket.
- Do not apologise repeatedly — it reads as uncertainty and invites negotiation.