IT Helpdesk Setup Checklist
Use this checklist to set up your IT helpdesk from scratch. Complete all items before going live.
Phase 1: Foundation (Day 1, Morning)
Define Scope
- Document what IT support will and won't handle
- Share scope document with all employees
- Define IT support hours (e.g., 9am–6pm, Mon–Sat)
- Define after-hours emergency contact process
Ticket Categories
Set up these categories in your helpdesk system:
Hardware
- Laptop/Desktop issues
- Printer/Scanner issues
- Mobile device issues
- Peripheral issues (keyboard, mouse, monitor)
- Other hardware
Software
- Installation requests
- Application errors
- Licence issues
- Updates and patches
- Other software
Network & Connectivity
- Internet connectivity
- VPN issues
- Wi-Fi problems
- Remote access
- Other network
Access & Security
- Password resets
- Account creation
- Account deletion/offboarding
- Permission changes
- Security incidents
Other
- General IT queries
- Feature requests
- Feedback
Phase 1: Foundation (Day 1, Afternoon)
Priority Matrix
Configure these priority levels:
| Priority | Criteria | First Response | Resolution |
|---|---|---|---|
| Critical | System down, data loss, security breach | 30 min | 4 hours |
| High | Multiple users affected, business blocked | 2 hours | 8 hours |
| Medium | Single user, workaround available | 4 hours | 24 hours |
| Low | Minor issue, no business impact | 8 hours | 48 hours |
- Priority levels configured in system
- SLA timers set for each priority
- [Escalation](/blog/customer-support-escalation-management-system) alerts configured (80% of SLA = alert; 100% = escalate)
- Escalation recipients defined
Agent Setup
- Create agent accounts for all IT team members
- Assign roles (agent, team lead, admin)
- Configure notification preferences
- Set up agent availability schedules
- Configure round-robin or skill-based routing
Phase 2: Self-Service Portal (Day 1, Evening / Day 2, Morning)
Essential Self-Service Articles
Write and publish these articles before going live:
Password & Access
- How to reset your Windows/Mac password
- How to reset your email password
- How to set up multi-factor authentication
- How to request access to a new system
Connectivity
- How to connect to the office Wi-Fi
- How to set up VPN (Windows)
- How to set up VPN (Mac)
- How to set up VPN (Mobile)
- Troubleshooting: "I can't connect to the internet"
Email & Communication
- How to set up email on your phone
- How to set up email on Outlook
- Troubleshooting: "My email isn't syncing"
- How to join a video call (Teams/Zoom/Meet)
Common Issues
- Troubleshooting: "My laptop is slow"
- Troubleshooting: "I can't print"
- Troubleshooting: "My screen is frozen"
- How to take a screenshot
Software
- How to request new software installation
- List of approved software
- How to update your software
Phase 2: Asset Register (Day 2, Morning)
Hardware Inventory
- Physical audit completed (all devices tagged)
- Asset register created with: asset tag, serial number, make/model, assigned user, purchase date, warranty expiry
- All laptops/desktops recorded
- All printers/scanners recorded
- All servers recorded
- All network equipment recorded
- All mobile devices recorded
Software Inventory
- All software licences documented
- Licence counts verified (owned vs. in use)
- Renewal dates recorded
- Renewal alerts set (60 days before expiry)
Warranty Alerts
- Warranty expiry dates entered for all hardware
- Alerts set for 90 days before warranty expiry
Phase 2: Go-Live Preparation (Day 2, Afternoon)
Employee Communication
- Announcement email drafted and sent to all employees
- Self-service portal URL shared
- How to submit a ticket explained (with screenshots)
- IT support hours communicated
- Old contact methods (WhatsApp, direct calls) officially retired
Announcement Email Template:
Subject: New IT Support System - How to Get Help from Today
>
Hi Team,
>
We've launched a new IT support system to help us resolve your issues faster and more efficiently.
>
How to get IT support from today:
1. Visit [self-service portal URL] - you may be able to resolve your issue yourself
2. If not, submit a ticket at [helpdesk URL]
3. You'll receive a confirmation with a ticket number and expected [response time](/blog/customer-support-response-time)
>
Response times:
- Critical issues: 30 minutes
- High priority: 2 hours
- Medium priority: 4 hours
- Low priority: 8 hours
>
Please do not contact IT via WhatsApp or personal phone for non-emergency issues. All requests must go through the helpdesk so we can track and prioritise them properly.
>
IT Team
Testing
- Test ticket submission from employee account
- Verify auto-acknowledgement is sent
- Verify ticket appears in agent queue
- Test SLA timer and escalation alerts
- Test self-service portal from employee account
- Verify asset record is accessible from ticket
Week 1 Review Checklist
After your first week live, review:
- Total tickets received - is volume as expected?
- SLA compliance rate - are you hitting targets?
- Most common ticket types - do you need more self-service content?
- Agent feedback - any system issues or workflow problems?
- Employee feedback - is the new system working for them?
*This checklist is designed for use with IdeaSprout IT Support. See how it works →*
Related Resources
- •IT Support Tier Model Guide - How to structure L1, L2, and L3 support tiers for your team.
- •IT Asset Lifecycle Checklist - Track every asset from procurement to disposal.
- •IT Security Incident Response Template - A ready-to-use incident response plan for SMBs.
- •IT Helpdesk Automation Playbook - How to automate ticket routing, escalations, and self-service.
- •IT Support Architecture Guide - Technical architecture for a scalable IT support platform.
- •IT Helpdesk Setup Guide - Step-by-step guide to setting up an IT helpdesk for your SME.
- •IT Support Cost Reduction Guide - How to reduce IT support costs without reducing service quality.
IT helpdesksetup checklistITSMself-service portalasset management