IT Helpdesk Ticket Resolution Checklist ( IT )

This checklist is designed to ensure a systematic approach to resolving IT helpdesk tickets, ensuring consistency and efficiency in addressing user issues.

• Ticket Acknowledgment

  Confirm receipt of the ticket to the user, providing a reference number and estimated time for resolution.

• Issue Assessment

  Evaluate the ticket details to determine the severity and urgency of the issue reported.

• Gather Information

  Collect necessary additional information from the user to fully understand the problem, including screenshots or error messages.

• Investigate the Issue

  Perform troubleshooting steps based on the gathered information to identify the root cause of the issue.

• Implement Solution

  Apply the appropriate fix or solution to resolve the issue, ensuring to follow internal guidelines.

• Test the Solution

  Verify that the implemented solution has resolved the issue and that the user can access the required resources or applications.

• Notify the User

  Inform the user that their issue has been resolved, providing details about the solution and any necessary follow-up actions.

• Document the Resolution

  Record the resolution details in the helpdesk system to maintain accurate records and facilitate future troubleshooting.

• Close the Ticket

  Change the status of the ticket to 'Closed' in the system, ensuring all steps have been completed and documented.