Does anyone know of any generic documentation of what is usually expected from first line helpdesk?

I know it can be vastly different from company to company but there must be a standard base line of what is expected.

Along the lines of...

Speak to the user to make sure the problem actually exists.
Try to replicate the error noting down any procedures.
Note down any errors if there are any.
etc...

At the moment the helpdesk where I work will look at a call that says something along the lines of... "When I try to sell item XYZ the system doesn't work". They will then pass the call straight to me without ever actually speaking to the user themselves.

The majority of the time I speak to the user to find they are doing something wrong etc...

It's getting very frustrating now.

Any help would be appreciated.

Log n flog

Sounds like first line support to me.

Some companies I've worked for they try and fix as much as possible themselves. Usually 15 minute limit on any call but really depends on the company and the people on the helpdesk.

I've worked with some companies where first line rules out a few basic things ("Can you see a power LED?") and tries to ensure the problem is repeatable ("Have you tried turning it off and on?").

I do helpdesk for people who do'nt know how to remove the safety latch on hole punchers