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.