Typical problems to resolve on helpdesk

You're going to get a wide variety of answers here as helpdesks are different place to place. Anyway see here for an example:

"What the Helpdesk does do
The helpdesk is primarily for ICT support; that is, IT services and infrastructure support. This broad description encompasses such elements as: -

Most (but not all) of the college IT hardware (computers, monitors, scanners etc)
Printing and photocopying (both configuring programs for effective printing, and hardware issues such as printer failure and print accounting)
Logging on to networked resources (computers, printers)
Email access (including best efforts support for the Webmail)
Enable wireless access to the Ravensbourne network
Access to the College intranet
Issues of student storage and access to software installed on ICT equipment

What the Helpdesk doesn’t do
The Helpdesk doesn’t offer training or tuition for the programs installed on our systems.

The helpdesk doesn't support personal laptops other than assisting with installing and configuring the 802.1x TTLS client for network access. Anything else to do with personal laptops is outside the scope of the service. That includes troubleshooting problems with laptops that stem from the laptop itself (driver problems, Windows networking issues, out of date anti-virus that isn’t straight forward to update). It is up to the laptop owner in question to make sure that their laptop meets the requirements for network access (see separate document).

Helpdesk doesn’t provide support for hardware that is under the direct management of the School of Communications or the School of Design directly (examples: the editing suites, CnC milling machines) or the user's own problems with Internet access and usage.

Helpdesk does not sell print credits. Please go to the college shop instead." - rave.ac.uk

 

Ok, here are some examples:

1. User error's (eg not using an application properly, etc),
2. some log-on problems (eg user passwords, talk thru IT basic troubleshooting steps with customer, etc),
3. some system error's/problems (eg Windows errors, not BSOD/PMD) if you use a program like NetOp, etc.
4. Informational queries, eg system is down, user doesn't know and what to find out what's happening, etc

There are more, but I'm going to lunch now

-Ken