Resolve a helpdesk ticket
Assessment
Report
Resolve a helpdesk ticket, must include:
working within the service level agreements
reviewing ticket to ensure all required information is present
prioritising the ticket
attempting 1st line resolution or escalating the ticket
logging actions in the ticket
using appropriate communication skills (for example, using technical/non-technical language appropriate to the user)
Before even starting, you'd look at the SLA for this particular issue or customer. This will give you an idea of how quickly the issue needs to be resolved.
Use this Template to create your own SLA:
Service Level Agreement (SLA) between [Fake Company] and Customer
Scope:
Applies to all services provided by [Fake Company] to the Customer.
Service Availability:
[Fake Company] commits to providing services during agreed-upon hours.
Customer agrees to provide necessary access and information for service delivery.
Communication:
[Fake Company] will maintain open communication channels for support.
Customer agrees to promptly report issues and provide relevant details.
Responsibilities:
[Fake Company] is responsible for delivering agreed-upon services with expertise.
Customer is responsible for providing accurate information and adhering to agreed-upon guidelines.
Service Quality:
[Fake Company] guarantees high-quality service delivery.
Customer agrees to provide feedback to improve service quality.
Issue Resolution:
[Fake Company] will work to resolve issues promptly.
Customer agrees to cooperate in issue resolution efforts.
Confidentiality:
Both parties agree to maintain the confidentiality of any sensitive information shared during the engagement.
Termination:
Either party can terminate the agreement with reasonable notice if terms are consistently not met.
Amendments:
Changes to the SLA require mutual agreement, documented in writing.
By acknowledging receipt of this SLA, both parties agree to abide by its terms.
Customer Signature: ___________________ Date: _______________
[Fake Company] Representative Signature: _____________________ Date: _______________
Scope:
Applies to all digital learning sessions.
Availability:
Tutor available as scheduled.
Learner attends punctually, notifies of conflicts.
Communication:
Clear communication via agreed channels.
Prompt responses from both parties.
Responsibilities:
Tutor provides guidance and resources.
Learner actively participates and seeks assistance.
Quality of Service:
Tutor delivers professional support.
Learner engages with diligence and respect.
Feedback and Improvement:
Both parties provide constructive feedback.
Willingness to improve.
Confidentiality:
Maintain confidentiality of shared information.
Termination:
Either party can terminate with notice if terms not met.
Amendments:
Changes by mutual agreement, communicated in writing.
By signing below, both parties acknowledge agreement to these terms.
Learner Signature: ___________________ Date: _______________
Tutor Signature: _____________________ Date: _______________
Service Level Agreement (SLA) between [Fake Company] and Customer
Scope:
Applies to all services provided by [Fake Company] to the Customer.
Service Availability:
[Fake Company] commits to providing services during agreed-upon hours.
Customer agrees to provide necessary access and information for service delivery.
Communication:
[Fake Company] will maintain open communication channels for support.
Customer agrees to promptly report issues and provide relevant details.
Responsibilities:
[Fake Company] is responsible for delivering agreed-upon services with expertise.
Customer is responsible for providing accurate information and adhering to agreed-upon guidelines.
Service Quality:
[Fake Company] guarantees high-quality service delivery.
Customer agrees to provide feedback to improve service quality.
Issue Resolution:
[Fake Company] will work to resolve issues promptly.
Customer agrees to cooperate in issue resolution efforts.
Confidentiality:
Both parties agree to maintain the confidentiality of any sensitive information shared during the engagement.
Termination:
Either party can terminate the agreement with reasonable notice if terms are consistently not met.
Amendments:
Changes to the SLA require mutual agreement, documented in writing.
By acknowledging receipt of this SLA, both parties agree to abide by its terms.
Customer Signature: ___________________ Date: _______________
[Fake Company] Representative Signature: _____________________ Date: _______________
Just like you'd check that all the pieces are there before starting a puzzle, you'd make sure all the necessary information is in the ticket. This could include the customer's contact information, the problem they're experiencing, any error messages, and so on.
Some tickets are more urgent than others. You'd assess how critical this issue is. Is it stopping a customer from doing their job? Does it affect many users or just one? Based on this info, the ticket gets a priority level.
Now you try to fix the problem. If it's a basic issue like a password reset, you'd handle it yourself (that's a 1st line resolution). If it's more complicated and beyond your skills, you'd send it up to a 2nd or even 3rd line support team, just like passing a difficult question to a more experienced teacher.
Whatever you do, you write it down in the ticket's log. This is like showing your work in math class; it lets anyone who looks at the ticket later see what has been tried already.
Finally, you'd get back to the customer. If they're not tech-savvy, you'll explain the issue and how you've resolved it in simple language. If they're more experienced, you might use more technical terms.
So, it's like a journey from checking what the rules are (SLAs), making sure you have all you need (reviewing ticket), deciding how fast to move (prioritizing), trying to solve the problem yourself or asking for help (1st line resolution or escalating), showing your work (logging actions), and then explaining what you did to the person who asked for help (communication).
This organized approach ensures that you are efficient, effective, and customer-focused, while also keeping a record for future reference.