IT Help Desk Ticket Resolution Checklist ( IT )

This checklist guides IT personnel through the process of resolving help desk tickets efficiently and effectively, ensuring that all necessary steps are taken to address user issues and improve service quality.

• Ticket Review

  Review the details of the ticket submitted by the user including the issue description, priority, and any attached screenshots or files.

• Verify User Information

  Confirm the identity of the user submitting the ticket and ensure they have the appropriate access rights to the system in question.

• Diagnose the Issue

  Investigate the reported problem by replicating the issue, checking system logs, and consulting knowledge bases for potential solutions.

• Implement Solution

  Apply the identified solution to resolve the issue and restore functionality to the user’s system or application.

• Update Ticket Status

  Change the status of the ticket to reflect the current state, such as 'In Progress,' 'Resolved,' or 'Closed' after the solution has been implemented.

• Communicate with User

  Inform the user about the resolution of their issue, providing details about what was done and any necessary follow-up actions they should take.

• Document the Resolution

  Record the steps taken to resolve the issue in the ticket system to enhance knowledge sharing and improve future troubleshooting efforts.

• Follow-Up

  Reach out to the user after a few days to ensure that the issue has been fully resolved and that they are satisfied with the support received.