IT Help Desk Ticket Resolution Checklist ( IT )

This checklist is designed to assist IT support staff in systematically resolving help desk tickets. It ensures that all necessary steps are taken to provide effective and timely support to end-users.

• Ticket Review

  Review the details of the help desk ticket to understand the user's issue and any provided context.

• User Communication

  Contact the user to gather additional information if needed and confirm the issue.

• Issue Diagnosis

  Diagnose the issue based on the information gathered and determine possible solutions.

• Implement Solution

  Apply the appropriate solution to resolve the issue as diagnosed.

• Test the Solution

  Test the implemented solution to ensure the issue is fully resolved and the system is functioning correctly.

• User Confirmation

  Reach out to the user to confirm that the issue has been resolved to their satisfaction.

• Document the Resolution

  Document the issue and resolution steps taken in the ticketing system for future reference.

• Close the Ticket

  Once confirmed resolved and documented, officially close the help desk ticket in the system.