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Checklist for IT : IT Helpdesk Ticket Resolution Checklist

IT Helpdesk Ticket Resolution Checklist ( IT )

This checklist outlines the necessary steps for resolving helpdesk tickets effectively to ensure timely support for IT-related issues.

Ticket Acknowledgment

Acknowledge the receipt of the ticket within 1 hour of submission.
Initial Assessment

Review the ticket details and categorize the issue type (hardware, software, network, etc.).
Prioritize Ticket

Determine the urgency and impact of the issue to prioritize the ticket accordingly.
Communication with User

Contact the user to gather additional details if necessary and confirm understanding of the issue.
Troubleshooting

Follow the standard troubleshooting procedures relevant to the issue type.
Resolution Implementation

Implement the solution and document the steps taken to resolve the issue.
User Confirmation

Contact the user to confirm that the issue has been resolved to their satisfaction.
Ticket Closure

Close the ticket in the system and document any relevant information for future reference.
Post-Resolution Follow-Up

Follow up with the user after closure to ensure no further issues have arisen from the resolution.