Help Desk Requests

*insert template* Attach video tutorial of step

*insert template* Attach video tutorial of step

*insert template* Attach video tutorial of step

*insert template* Attach video tutorial of step

Capture the issue details when it comes in. Who is reporting it? What is the problem? When did it start? What have they already tried? Get enough detail to reproduce or understand the issue. Vague tickets waste everyone time with back-and-forth. Assign a ticket number for tracking.

Assess urgency and impact. Is this affecting one person or the whole company? Is there a workaround? What is the business impact of not fixing it immediately? Assign priority level based on your SLA definitions. Critical issues jump the queue, routine requests wait their turn.

Route the ticket to whoever can actually fix it. Hardware issues go to desktop support, software bugs to development, access requests to security. Do not let tickets sit in a general queue - assign ownership. The person assigned is responsible until the issue is resolved or properly escalated.

Fix the issue and document what you did. Note the root cause if you found it, the steps to resolve, and any related issues that came up. Good documentation helps next time someone has the same problem. Update the knowledge base if this is a common issue so users can self-serve.

Verify with the user that the issue is actually fixed. Do not just close tickets without confirmation - the problem might still exist. Ask if they need anything else. Mark the ticket resolved only after user confirmation. Track metrics like time to resolution and first-contact resolution rate.