IT Support Ticket Resolution Checklist ( IT )

This checklist outlines the steps necessary for effectively resolving IT support tickets to ensure timely and efficient responses to user issues.

• Review Ticket Details

  Examine the ticket information including the user's description of the issue and any attached screenshots or logs for better understanding.

• Prioritize the Ticket

  Assess the urgency and impact of the issue to determine the priority level of the ticket (low, medium, high).

• Assign Ticket to Appropriate Technician

  Route the ticket to the technician or team that specializes in resolving the type of issue reported.

• Investigate the Issue

  Conduct necessary troubleshooting steps to identify the root cause of the issue, including checking system logs and reproducing the issue if possible.

• Implement Solution

  Apply the identified solution to resolve the issue. This may involve applying patches, reconfiguring settings, or replacing hardware.

• Test the Resolution

  Verify that the implemented solution has resolved the issue by testing the relevant systems or applications.

• Update Ticket Status

  Change the ticket status to 'Resolved' and provide a summary of the issue and the steps taken to resolve it in the ticket notes.

• Communicate with the User

  Notify the user about the resolution of their ticket and ensure they are satisfied with the solution provided.

• Close the Ticket

  Finalize the process by officially closing the ticket in the tracking system and ensuring all documentation is complete.