This checklist outlines the steps to effectively resolve IT help desk tickets, ensuring a systematic approach to troubleshooting and providing solutions to users' issues.
Review the incoming ticket for details about the user's issue, including any error messages or specific symptoms.
Assess the urgency and impact of the issue to prioritize the ticket appropriately based on predefined criteria.
Contact the user to acknowledge receipt of the ticket and gather any missing information needed to diagnose the problem.
Follow the troubleshooting guidelines to identify the root cause of the issue, testing potential solutions as needed.
Once the root cause is identified, implement the solution and ensure it resolves the user's issue effectively.
Reach out to the user to confirm that the issue has been resolved to their satisfaction.
Document the steps taken to resolve the ticket, including the initial issue, diagnostics performed, and final resolution for future reference.
Officially close the ticket in the help desk system, ensuring all documentation is complete and accurate.
Schedule a follow-up with the user after a few days to ensure no further issues have arisen from the resolution.