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.
Examine the ticket details, including user information, issue description, and any attached screenshots or logs.
Assess the urgency and impact of the issue to prioritize the ticket appropriately according to company policy.
Send a confirmation to the user that their ticket has been received and is being addressed.
Contact the user if further information is needed to diagnose the problem. Ask clarifying questions.
Follow documented troubleshooting procedures to diagnose and resolve the issue.
Apply the appropriate fix or solution to resolve the user's issue as per the troubleshooting results.
Confirm with the user that the solution works and the issue is fully resolved.
Update the ticket with detailed notes on the problem, steps taken, and the final solution provided.
Inform the user that the ticket is closed and ensure they are satisfied with the resolution. Follow up if necessary.