IT Helpdesk Ticket Resolution Checklist ( IT )

This checklist guides IT support staff through the process of resolving helpdesk tickets efficiently, ensuring that all necessary steps are followed to address user issues effectively.

• Ticket Acknowledgment

  Review and acknowledge receipt of the ticket within a specified timeframe to inform the user that their issue is being addressed.

• Issue Assessment

  Analyze the ticket details to understand the nature of the problem. Check for common issues and possible quick fixes.

• User Communication

  Contact the user to gather more information if necessary. Keep them informed about the progress of their ticket.

• Troubleshooting Steps

  Follow the troubleshooting protocol based on the issue type. Document all actions taken during this process.

• Resolution Implementation

  Apply the appropriate fix or solution to resolve the issue as identified during troubleshooting.

• User Confirmation

  Once the issue is resolved, communicate with the user to confirm the problem has been addressed to their satisfaction.

• Ticket Closure

  Document the resolution details in the ticketing system and formally close the ticket, ensuring all information is accurate and accessible for future reference.

• Post-Resolution Follow-Up

  Schedule a follow-up with the user to ensure that they are still satisfied with the resolution and no further issues have arisen.