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.
Acknowledge receipt of the helpdesk ticket to the user, confirming that their request is being addressed.
Collect all necessary information from the user regarding the issue, including screenshots, error messages, and steps to reproduce the problem.
Evaluate the urgency and impact of the issue to assign a priority level to the ticket.
Assign the helpdesk ticket to the appropriate technician or team based on the nature of the issue.
Perform necessary troubleshooting steps to identify the root cause of the issue.
Apply the appropriate solution to resolve the issue as identified during the investigation.
Test the implemented solution to ensure that the issue has been resolved and functionality is restored.
Inform the user that their ticket has been resolved and provide any relevant information or instructions moving forward.
Record the details of the resolution process in the ticketing system for future reference and knowledge sharing.
Perform a follow-up with the user after a few days to ensure that the issue remains resolved and to gather feedback.