IT Helpdesk Ticket Resolution Checklist ( IT )

This checklist is designed to standardize the process of resolving IT helpdesk tickets, ensuring that all necessary steps are followed for effective resolution and customer satisfaction.

• Ticket Acknowledgment

  Acknowledge receipt of the helpdesk ticket to the user, confirming that their request is being addressed.

• Gather Information

  Collect all necessary information from the user regarding the issue, including screenshots, error messages, and steps to reproduce the problem.

• Prioritize Ticket

  Evaluate the urgency and impact of the issue to assign a priority level to the ticket.

• Assign Ticket

  Assign the helpdesk ticket to the appropriate technician or team based on the nature of the issue.

• Investigate the Issue

  Perform necessary troubleshooting steps to identify the root cause of the issue.

• Implement Solution

  Apply the appropriate solution to resolve the issue as identified during the investigation.

• Test Resolution

  Test the implemented solution to ensure that the issue has been resolved and functionality is restored.

• Notify User

  Inform the user that their ticket has been resolved and provide any relevant information or instructions moving forward.

• Document Resolution

  Record the details of the resolution process in the ticketing system for future reference and knowledge sharing.

• Follow-up

  Perform a follow-up with the user after a few days to ensure that the issue remains resolved and to gather feedback.