IT Help Desk Ticket Resolution Checklist ( IT )

This checklist is designed to ensure all steps are taken to effectively resolve IT help desk tickets, improving response times and user satisfaction.

• Receive Help Desk Ticket

  Check the ticketing system for new tickets and acknowledge receipt to the user.

• Categorize Ticket

  Determine the category of the issue (e.g., hardware, software, network) for proper routing.

• Prioritize Ticket

  Assign a priority level to the ticket based on the impact and urgency of the issue.

• Investigate Issue

  Gather information and troubleshoot the reported issue using available resources and tools.

• Resolve Issue

  Implement the necessary solution to fix the problem reported in the ticket.

• Test Resolution

  Test to ensure the issue is fully resolved and the system is functioning as expected.

• Communicate with User

  Inform the user that the issue has been resolved and provide any relevant details or instructions.

• Document Resolution

  Update the ticket with all relevant information regarding the resolution and any steps taken.

• Close Ticket

  Change the status of the ticket to closed in the ticketing system.

• Follow-Up

  Check in with the user after a few days to ensure the issue does not reoccur and they are satisfied with the resolution.