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. It ensures that all necessary steps are followed to provide the best support to end users.

• Review Ticket Details

  Examine the reported issue in the help desk ticket, including user information, issue description, and any attached screenshots or error messages.

• Prioritize Ticket

  Assess the severity and impact of the issue to determine the priority level for resolution, based on company policies.

• Assign Ticket to Technician

  Allocate the ticket to an appropriate technician with the skills necessary to resolve the issue.

• Communicate with User

  Reach out to the user to confirm receipt of the ticket and provide an estimated resolution time.

• Investigate and Troubleshoot

  Conduct a detailed investigation to identify the root cause of the issue. Use diagnostic tools and gather information as necessary.

• Implement Solution

  Apply the necessary fix or workaround to resolve the user's issue. Ensure that the solution addresses the root cause.

• Follow Up with User

  Contact the user after implementing the solution to ensure that the issue is resolved to their satisfaction.

• Document Resolution

  Record the steps taken to resolve the issue in the help desk system for future reference and to improve knowledge base.

• Close Ticket

  Once the user confirms the issue is resolved, formally close the ticket in the help desk system.