The purpose of the Help Desk Herald 2025 monthly newsletter was to create a series of guides for end users at Med Center Health to teach them how to resolve first call resolution issues they encounter that were high call volume drivers. I created this newsletter in an easy to follow layout for our user base to communicate solutions to common issues that often could have been resolved by the end user had they known how to do the steps.

With the print server setup that Med Center uses, this May 2025 issue is a universal knowledge guide for users to learn how to connect to network printers in the server environment and be able to print needed documents for patient care. Once approved, I sent this to department managers and received excellent feedback from staff who appreciated this as a way for them to not have to contact IT for little issues like adding printers.

This will be published monthly to all hospital staff moving forward with a different guide each month, to empower the user base to solve the easy first call resolution issues that should require minimal IT involvement.