IT Helpdesk Ticket Resolution Checklist ( IT )

This checklist provides a structured approach for IT support staff to efficiently resolve helpdesk tickets. It ensures that all necessary steps are taken to address user issues effectively and maintain a high level of service quality.

• Ticket Review

  Examine the ticket details, including user information, issue description, and any attached screenshots or logs.

• Prioritize Ticket

  Assess the urgency and impact of the issue to prioritize the ticket appropriately according to company policy.

• Acknowledge User

  Send a confirmation to the user that their ticket has been received and is being addressed.

• Gather Information

  Contact the user if further information is needed to diagnose the problem. Ask clarifying questions.

• Troubleshooting

  Follow documented troubleshooting procedures to diagnose and resolve the issue.

• Implement Solution

  Apply the appropriate fix or solution to resolve the user's issue as per the troubleshooting results.

• Test Resolution

  Confirm with the user that the solution works and the issue is fully resolved.

• Document Resolution

  Update the ticket with detailed notes on the problem, steps taken, and the final solution provided.

• Close Ticket

  Inform the user that the ticket is closed and ensure they are satisfied with the resolution. Follow up if necessary.