IT Help Desk Ticket Resolution Checklist ( IT )

This checklist is designed to guide IT support staff through the process of resolving help desk tickets efficiently and effectively, ensuring that each ticket is addressed systematically and no critical steps are missed.

• Ticket Review

  Examine the details of the help desk ticket, including the issue reported, priority level, and any attached notes or screenshots.

• Verification of Issue

  Reproduce the issue reported by the user to confirm its validity and understand the context better.

• Categorization of Ticket

  Assign the ticket to the appropriate category (e.g., software, hardware, network) for better tracking and resolution.

• Research Solutions

  Consult the knowledge base or documentation for potential solutions or troubleshooting steps related to the issue.

• Implement Solution

  Apply the identified solution to resolve the issue, ensuring to follow any necessary protocols.

• User Communication

  Inform the user of the actions taken and provide them with guidance if further steps are required or if the issue is resolved.

• Document Resolution

  Update the ticket with detailed notes about the resolution process and any solutions implemented for future reference.

• Close Ticket

  Ensure the ticket is marked as resolved and closed in the help desk system, confirming that all necessary steps have been completed.