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.
Check the helpdesk system for new tickets and acknowledge receipt to the user.
Determine the category of the issue (hardware, software, network, etc.) for proper assignment.
Assess the urgency of the ticket and assign a priority level (low, medium, high) based on impact.
Review the details provided in the ticket and conduct initial troubleshooting steps to identify the root cause.
Update the user with findings, request any further information needed, and set expectations for resolution time.
Implement the solution based on the investigation and ensure the issue is fully resolved.
Verify that the solution works as intended and that the user can confirm the resolution.
Record the steps taken to resolve the issue in the helpdesk ticket system for future reference.
Inform the user that the issue has been resolved and formally close the ticket in the system.
Reach out to the user after a few days to ensure there are no further issues and gather feedback on the support experience.