This checklist provides a systematic approach for resolving IT helpdesk tickets to ensure efficient and consistent handling of user issues and requests.
Confirm receipt of the helpdesk ticket to the user via email or ticketing system.
Review the ticket details to understand the user's issue or request and categorize the ticket accordingly.
Reach out to the user for any additional information needed to resolve the issue effectively.
Follow standard troubleshooting steps based on the category of the issue (hardware, software, network, etc.).
Apply the necessary fix or solution to resolve the ticket based on the troubleshooting findings.
Contact the user to verify that the issue has been resolved to their satisfaction.
Update the ticket status to resolved and provide a summary of actions taken in the ticketing system.
Schedule a follow-up with the user after a few days to ensure no further issues have arisen related to the original ticket.