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ICT help desk supports cheklist

Confirm the identity of the user.

Gather contact information.

Document the date and time of the call or request.

Ask for a brief description of the issue.

Determine the urgency of the issue.

Classify the type of issue (hardware, software, network, etc.).

Ask clarifying questions to understand the problem better.

Check for any recent changes or updates that may have affected the system.

Verify the user’s environment (device type, operating system, etc.).

Guide the user through basic troubleshooting steps (restarting device, checking connections, etc.).

Use remote access tools if necessary for further diagnosis.

Document all troubleshooting steps taken.

Provide a solution or workaround if available.

Ensure the user understands the solution and how to implement it.

Schedule a follow-up call or email to ensure the issue is resolved.

Close the ticket and document the resolution steps in the help desk system.

Create or update articles related to the resolved issue for future reference.

Share insights or lessons learned with the team.

Review and analyze trends in issues reported for potential improvements.

Ask the user for feedback on the support experience.

Document any feedback received for quality assurance.

Use feedback to improve future support processes.

Review support metrics regularly (response times, resolution rates, etc.).

Conduct team meetings to discuss challenges and successes.

Provide ongoing training and resources for help desk staff.

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