IT Helpdesk Ticket Resolution Checklist ( IT )

This checklist outlines the steps to follow for effectively resolving IT helpdesk tickets. It ensures that issues are addressed systematically and efficiently, providing a clear path from ticket creation to resolution and closure.

• Ticket Creation and Logging

  Ensure the ticket is created with all necessary details, including user information, issue description, and any relevant screenshots or error messages.

• Initial Assessment

  Review the ticket for clarity and completeness. Determine if the issue is related to hardware, software, or network. Assign a priority level based on urgency.

• Troubleshooting

  Begin troubleshooting based on the type of issue reported. Use standard troubleshooting techniques and document any steps taken.

• User Communication

  Keep the user informed throughout the process. Provide updates on the troubleshooting status and any required actions from their side.

• Resolution Implementation

  Once a solution is identified, implement the fix carefully and verify that the issue is resolved. Test the solution thoroughly.

• Documentation

  Document the issue, resolution steps, and any relevant notes in the ticketing system for future reference and knowledge base purposes.

• User Confirmation

  Contact the user to confirm satisfaction with the resolution. Ensure that they can access the system or application without issues.

• Ticket Closure

  Close the ticket in the system, noting all actions taken and confirming that the issue is fully resolved. Optionally, send a follow-up email to the user.