IT Helpdesk Ticket Resolution Checklist ( IT )

This checklist is designed to guide IT support staff through the process of resolving helpdesk tickets efficiently. It ensures that each ticket is handled systematically, leading to improved user satisfaction and timely resolutions.

• Receive Helpdesk Ticket

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

• Categorize Ticket

  Determine the category of the issue (hardware, software, network, etc.) for proper assignment.

• Prioritize Ticket

  Assess the urgency of the ticket and assign a priority level (low, medium, high) based on impact.

• Investigate the Issue

  Review the details provided in the ticket and conduct initial troubleshooting steps to identify the root cause.

• Communicate with User

  Update the user with findings, request any further information needed, and set expectations for resolution time.

• Resolve the Issue

  Implement the solution based on the investigation and ensure the issue is fully resolved.

• Test the Solution

  Verify that the solution works as intended and that the user can confirm the resolution.

• Document the Resolution

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

• Close the Ticket

  Inform the user that the issue has been resolved and formally close the ticket in the system.

• Follow-Up

  Reach out to the user after a few days to ensure there are no further issues and gather feedback on the support experience.