IT Help Desk Ticket Resolution Checklist ( IT )

This checklist is designed to streamline the process of resolving help desk tickets efficiently and effectively, ensuring that all necessary steps are taken to provide timely support to end users.

• Ticket Review

  Review the help desk ticket to understand the user's issue and gather necessary details.

• Prioritize Ticket

  Determine the priority level of the ticket based on the impact and urgency of the issue.

• Assign Ticket

  Assign the ticket to the appropriate support team or individual based on expertise required.

• Investigate Issue

  Perform necessary troubleshooting steps to investigate the reported issue.

• Implement Solution

  Propose and implement the solution to resolve the user's issue effectively.

• Test Resolution

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

• Update Ticket

  Document the steps taken to resolve the issue in the ticket and update the status accordingly.

• Notify User

  Inform the user that their issue has been resolved and provide any necessary follow-up instructions.

• Close Ticket

  After confirmation from the user, close the ticket in the help desk system.

• Post-Mortem Review

  Conduct a review of the ticket resolution process for any potential improvements.