This checklist outlines the steps to effectively resolve IT help desk tickets. It ensures that all necessary actions are taken to address user issues promptly and efficiently.
Review the ticket submitted by the user and acknowledge receipt within the specified service level agreements (SLAs).
Gather all necessary information from the user to clearly identify the issue. This may include asking clarifying questions.
Assess the urgency and impact of the issue to prioritize the ticket appropriately.
Look into the knowledge base or documentation to find potential solutions or workarounds for the identified issue.
Apply the selected solution to resolve the user's issue. Ensure that any steps taken are documented.
Reach out to the user to confirm that the solution has resolved their issue and that they are satisfied with the resolution.
Once the user confirms the resolution, close the ticket and update the status in the ticketing system.
Document the issue and the solution in the knowledge base for future reference and to assist other team members.