IT Support Job Sheet

Who this is for

A ticket you can put in front of the customer. It ties the work to a ticket reference, a user and a device, records each spell of work as remote or on site, and totals the time and anything you supplied.

IT support firms, managed service providers and one-person consultancies billing by the hour or drawing down a block of support time.

What this helps you track

• The ticket, the user and the device the work was done on
• Remote and on-site time kept apart, each priced at its own rate
• Hardware, licences and subscriptions supplied, with cost
• What was changed, so the next engineer is not guessing
• A user signature that the fault is actually fixed

How to use it

1. Open with the ticket reference, the client, the user's name and the device — asset tag or serial, not just 'the laptop'.
2. Write the fault as the user reported it, and what you found when you looked.
3. Log each spell of work on its own line: date, engineer, what you did, remote or on site, the hours and the rate for that kind of time.
4. List any hardware, licences or subscriptions you supplied with quantity and price.
5. Work through the closing checks, read the totals, and have the user sign that the fault is resolved.

Formats

• Printable PDF (A4 and US Letter)
• Fillable PDF with form fields
• Fill in online, saved in your browser
• Excel / Google Sheets workbook

The printable is laid out inside a box that fits both A4 and US Letter, so the two files are identical and neither one is scaled. The fillable PDF has real form fields. The workbook uses plain formulas only — SUM, IF, COUNTIF and the like — so it opens in Excel, LibreOffice and Google Sheets without anything breaking, and every calculated cell is grey so you can see which figures it worked out.

How to print

Download the A4 or US Letter file to match the paper in your printer, open it in a PDF reader and print at 100% — not "fit to page", which shrinks the writing space. Both files leave a 14 mm margin, which clears the unprintable edge on home printers. To print the online version with your entries in it, use the Print this sheet button, which prints only the sheet and none of the page around it. More on printing.

Questions

Why separate remote and on-site time?

Because most support businesses charge them differently and customers ask. Each line carries its own rate, so a remote hour and an attended hour can sit on the same sheet and still total correctly.

Can I use it against a support contract?

Yes. Put the hours in and leave the rate blank if the time comes off a retainer, or set the rate to your overage rate for hours beyond it. The hours total either way.

What should I write in the change notes?

Enough that someone else could undo it: what you changed, where, and what you did with any credentials. Never write passwords on a sheet that goes to the customer — note that they were handed over separately.

Is this a ticketing system?

No. It is the paper or spreadsheet record of one job, useful when your system lives elsewhere or when the customer wants something signed. Keep the ticket reference the same in both.