IT Help Desk Ticket Resolution Checklist ( IT )

This checklist outlines the steps to be followed for resolving IT help desk tickets efficiently and effectively, ensuring that all issues are addressed systematically.

• Ticket Review

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

• Categorize the Ticket

  Assign the ticket to the appropriate category (e.g., Hardware, Software, Network) for streamlined resolution.

• Prioritize the Ticket

  Determine the urgency and impact of the issue to prioritize the ticket accordingly.

• Communicate with the User

  Reach out to the user to acknowledge receipt of the ticket and gather any additional information if necessary.

• Troubleshoot the Issue

  Follow standard troubleshooting procedures and use available resources to diagnose the problem.

• Implement Solution

  Apply the identified solution to resolve the user's issue.

• Test the Solution

  Test the solution to ensure the issue has been fully resolved and confirm with the user.

• Document the Resolution

  Record the steps taken to resolve the ticket in the ticketing system for future reference.

• Close the Ticket

  Once confirmed with the user that the issue is resolved, close the ticket in the system.

• Follow-Up

  Perform a follow-up with the user after a few days to ensure there are no lingering issues.