How to get service and support for ESDC printers - Quick Reference Card

Support and services related to ESDC print devices is as follow:

Do...

• Submit requests to Xerox directly (or to NSD – IT Service Desk for Passport - only if the problem is that you can’t access a printer).
• Clearly articulate to Xerox the nature of the issue (Note: you are not expected to answer any technical questions).
• Place a note on the printer to inform your colleagues that a service request has been submitted.

Don't...

• Do not contact the NSD (or the IT Service Desk for Passport Employees) for service or support for the printers (unless the issue is with accessing the printer itself).
• Do not provide Xerox technicians with the coordinates of any ESDC/Passport technical staff or contact them on Xerox’s behalf.

Don’t know how to use your printer? Help is Available!

• Quick Fixes related to Print Devices: links to Quick Tips Posters, how to scan, how to add your name to the list of favorites, how to secure print, how to access and use Xerox Portal… and more!
• Go to the IM-IT Services Catalogue and click on Print Devices (under Computer and Devices Service).

Can’t print? Here’s what to do...

Printer is broken or not working well? You need print supplies (e.g. toner)? Submit a request through:

• Xerox Services Portal (you will need to create an account - only the first time - it is safe to do that); or
• Xerox Help Desk (1-855-818-4908)

Your only issue is that you can’t access a printer?

• ESDC Employees: submit an online request to the National Service Desk
• Passport Employees:
  • Email: ITServiceDesk@pptc.gc.ca
  • Telephone: 1-877-778-5335