IT Helpdesk Ticket Resolution Checklist ( IT )

This checklist provides a systematic approach for resolving IT helpdesk tickets to ensure efficient and consistent handling of user issues and requests.

• Ticket Acknowledgment

  Confirm receipt of the helpdesk ticket to the user via email or ticketing system.

• Initial Assessment

  Review the ticket details to understand the user's issue or request and categorize the ticket accordingly.

• Gather Information

  Reach out to the user for any additional information needed to resolve the issue effectively.

• Troubleshooting

  Follow standard troubleshooting steps based on the category of the issue (hardware, software, network, etc.).

• Resolution Implementation

  Apply the necessary fix or solution to resolve the ticket based on the troubleshooting findings.

• User Verification

  Contact the user to verify that the issue has been resolved to their satisfaction.

• Ticket Closure

  Update the ticket status to resolved and provide a summary of actions taken in the ticketing system.

• Follow-Up

  Schedule a follow-up with the user after a few days to ensure no further issues have arisen related to the original ticket.