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help desk issue

Initial Troubleshooting

Check if the issue is reproducible and consistent.

Verify if the user has tried any troubleshooting steps already.

Determine if the issue is affecting a single user or multiple users.

Identify the specific error message or symptoms reported.

Check if any recent changes or updates were made to the affected system or software.

User Information

Gather the user's full name, contact details, and their department.

Record the user's computer name or identification number.

Document the user's operating system, software version, and any relevant configurations.

Note the user's level of technical expertise or familiarity with the system.

Issue Description

Ask the user to provide a detailed description of the problem, including steps to reproduce if applicable.

Ensure the user includes any error messages or codes received.

Prompt the user to mention any recent changes or events that might be related.

Investigation and Resolution

Research known issues or similar reported problems in the knowledge base or ticketing system.

Attempt to replicate the issue on a test system if possible.

Use remote access tools to troubleshoot the user's system or guide them through steps.

Communicate with other team members or subject matter experts to seek assistance.

Document any steps taken, solutions attempted, and outcomes observed.

Escalation

Assess if the issue requires escalation to a higher level of support or specialized team.

Verify if the user's issue falls within the scope of the help desk's responsibilities.

Follow the organization's escalation procedures if necessary.

Resolution and Follow-up

Provide the user with a solution or workaround, if available.

Ensure the user understands the resolution and can implement it.

Document the final resolution in detail for future reference.

Offer the user any additional assistance or resources they may need.

Follow up with the user after a defined period to confirm if the issue is fully resolved.

Ticket Closure

Update the ticket or incident management system with the resolution and any relevant notes.

Close the ticket, ensuring all required fields are completed accurately.

Communicate the ticket closure to the user, confirming their satisfaction if appropriate.

Archive or store the ticket for future reference or reporting purposes.

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