This checklist is designed to guide IT support staff through the process of resolving help desk tickets efficiently and effectively. It ensures that all necessary steps are followed to provide the best support to end users.
Examine the reported issue in the help desk ticket, including user information, issue description, and any attached screenshots or error messages.
Assess the severity and impact of the issue to determine the priority level for resolution, based on company policies.
Allocate the ticket to an appropriate technician with the skills necessary to resolve the issue.
Reach out to the user to confirm receipt of the ticket and provide an estimated resolution time.
Conduct a detailed investigation to identify the root cause of the issue. Use diagnostic tools and gather information as necessary.
Apply the necessary fix or workaround to resolve the user's issue. Ensure that the solution addresses the root cause.
Contact the user after implementing the solution to ensure that the issue is resolved to their satisfaction.
Record the steps taken to resolve the issue in the help desk system for future reference and to improve knowledge base.
Once the user confirms the issue is resolved, formally close the ticket in the help desk system.