This checklist is designed to guide IT support staff through the process of resolving help desk tickets efficiently and effectively, ensuring that all necessary steps are taken to address user issues.
Carefully read the ticket to understand the issue reported by the user, including any error messages or symptoms.
Determine the urgency of the ticket based on the impact on the user and the organization to prioritize the response.
Reach out to the user to acknowledge receipt of the ticket and gather any additional information needed for troubleshooting.
Follow troubleshooting protocols and use relevant tools to identify the root cause of the problem.
Record all findings and actions taken during the troubleshooting process in the ticketing system for future reference.
Apply the necessary fix or solution to resolve the issue for the user.
Verify that the solution has resolved the issue by testing the affected system or application after implementing the fix.
Once the issue is resolved and confirmed by the user, formally close the ticket in the ticketing system, providing a summary of the resolution.
Contact the user after a few days to ensure the issue remains resolved and to ask for any further assistance they may need.