1. IT Support Ticket Template
IT Support Ticket
- Ticket ID: [Unique ID]
- Date: [Date]
- Time: [Time]
- Reported By: [User Name]
- Department: [User Department]
- Contact Information: [User Email/Phone]
Issue Description:
- Category: [Hardware/Software/Network/Other]
- Priority: [Low/Medium/High]
- Description: [Detailed description of the issue]
Actions Taken:
- Initial Response: [Date and time of initial response]
- Troubleshooting Steps: [Detailed steps taken to troubleshoot the issue]
- Resolution: [Description of how the issue was resolved]
- Time to Resolve: [Total time taken to resolve the issue]
Assigned To:
- IT Staff Name: [Name of IT staff handling the issue]
Comments:
- [Additional comments or notes]
2. IT Support Incident Report
Incident Report
- Incident ID: [Unique ID]
- Date of Incident: [Date]
- Time of Incident: [Time]
- Reported By: [User Name]
- Department: [User Department]
Incident Details:
- Category: [Security/Hardware/Software/Network/Other]
- Description: [Detailed description of the incident]
Impact:
- [Description of the impact on the user or organization]
Root Cause Analysis:
- [Analysis of the root cause of the incident]
Actions Taken:
- Immediate Actions: [Steps taken immediately after the incident was reported]
- Resolution Steps: [Detailed steps taken to resolve the incident]
Prevention Measures:
- [Measures taken to prevent future occurrences of the incident]
Reviewed By:
- IT Staff Name: [Name of IT staff reviewing the report]
- Date: [Date of review]
3. IT Asset Inventory Template
IT Asset Inventory
| Asset ID | Asset Type | Description | Manufacturer | Model | Serial Number | Purchase Date | Warranty Expiry Date | Assigned To | Location | Status |
|---|---|---|---|---|---|---|---|---|---|---|
| 001 | Laptop | Dell Latitude 5510 | Dell | Latitude 5510 | 12345ABC | 01/01/2023 | 01/01/2025 | John Doe | IT Department | In Use |
| 002 | Desktop | HP ProDesk 600 G6 | HP | ProDesk 600 | 67890XYZ | 02/15/2023 | 02/15/2025 | Jane Smith | Finance Office | In Use |
| 003 | Network Switch | Cisco Catalyst 9200 | Cisco | C9200-24T | 54321DEF | 03/10/2023 | 03/10/2026 | – | Server Room | In Use |
4. IT Support Knowledge Base Article
Knowledge Base Article
- Article ID: [Unique ID]
- Date: [Date]
- Author: [Author Name]
- Category: [Hardware/Software/Network/Other]
Title:
[Descriptive Title of the Issue or Topic]
Problem:
[Detailed description of the problem or issue]
Solution:
[Step-by-step solution to the problem]
- [Step 1]
- [Step 2]
- [Step 3]
- [Step 4]
Additional Information:
- Related Articles: [Links to related knowledge base articles]
- Attachments: [Any relevant screenshots or documents]
Comments:
[Additional comments or notes]
5. IT Support Service Level Agreement (SLA)
Service Level Agreement (SLA)
1. Introduction
- This SLA outlines the services provided by the IT support team and the expected response and resolution times.
2. Services Covered
- Help Desk Support: Email, phone, and in-person support for all IT-related issues.
- Maintenance: Regular maintenance and updates for all IT systems and hardware.
- Security: Monitoring and managing security protocols to protect organizational data.
3. Response and Resolution Times
- Priority 1 (Critical): Response time: 15 minutes, Resolution time: 2 hours
- Priority 2 (High): Response time: 30 minutes, Resolution time: 4 hours
- Priority 3 (Medium): Response time: 1 hour, Resolution time: 1 business day
- Priority 4 (Low): Response time: 2 hours, Resolution time: 3 business days
4. Responsibilities
- IT Support Team: Provide timely and effective support, maintain and update systems, ensure data security.
- Users: Report issues promptly, provide necessary information for troubleshooting, follow IT policies and guidelines.
5. Escalation Procedures
- Level 1: IT Support Staff
- Level 2: IT Manager
- Level 3: Director of IT
6. Review and Reporting
- Regular reviews of SLA performance and reporting to management.
By using these document templates, IT support staff can streamline their processes, ensure consistent documentation, and provide better service to their users.