IT Help Desk Ticket Resolution Checklist ( IT )

This checklist is designed to ensure a systematic approach to resolving IT help desk tickets. It outlines the essential steps to follow from ticket creation to resolution and closure, ensuring that no steps are overlooked in the process.

• Ticket Creation

  Ensure the ticket is created in the help desk system with all required fields filled out, including user details, issue description, and priority level.

• Initial Assessment

  Review the ticket details and determine if further information is required from the user to proceed with troubleshooting.

• Troubleshooting

  Follow the troubleshooting guidelines based on the issue type. Document all steps taken and any findings in the ticket.

• Resolution Implementation

  Implement the appropriate resolution to the user's issue as determined during the troubleshooting phase.

• User Communication

  Inform the user of the resolution and, if applicable, provide guidance on any actions they need to take.

• Ticket Closure

  Once the user confirms the issue is resolved, close the ticket and ensure all details are documented for future reference.

• Follow-Up

  Schedule a follow-up with the user after a few days to ensure the issue remains resolved and gather feedback on the support experience.