Desktop Support Goals and Objectives Examples
Respond to all desktop support requests within 15 minutes.
Reduce the number of repeat desktop support requests by 50%.
Increase customer satisfaction with desktop support services by 20%.
Maintain a first call resolution rate of at least 80%.
Provide proactive desktop support to prevent issues before they occur.
Improve desktop performance for all users by optimizing hardware and software configurations.
Enhance desktop security measures to prevent data breaches and cyber attacks.
Implement a knowledge management system to improve support team efficiency.
Develop and deliver training programs to increase user knowledge and reduce support requests.
Ensure all desktops are regularly updated with the latest patches and software updates.
Identify and resolve common desktop issues to reduce time spent on support requests.
Maintain an accurate and up-to-date inventory of all desktop equipment and peripherals.
Develop and implement a disaster recovery plan to minimize downtime in case of a major incident.
Monitor desktop usage to identify trends and make recommendations for process improvements.
Collaborate with other IT teams to ensure seamless integration of desktop and network services.
Ensure all desktop users have appropriate access privileges based on their job roles and responsibilities.
Document all support ticket resolutions to build a knowledge base of solutions.
Develop and maintain standard operating procedures for desktop support tasks.
Conduct regular security audits to ensure compliance with company policies and industry regulations.
Foster positive relationships with users by providing excellent customer service at all times.
Meet or exceed established performance metrics for desktop support.
Participate in continuous learning opportunities to stay up-to-date on new technologies and best practices.
Automate common support tasks to reduce manual effort and increase efficiency.
Provide feedback to management on ways to improve desktop support processes and procedures.
Manage and prioritize multiple support requests simultaneously, while maintaining high levels of quality and productivity.
Develop and maintain a comprehensive desktop support knowledge base for reference and training purposes.
Conduct regular performance assessments with individual team members to identify strengths and areas for improvement.
Ensure all desktop equipment is properly maintained and serviced on a regular basis to prevent downtime and reduce repair costs.
Support the implementation of new applications, systems, and hardware by testing and troubleshooting issues as they arise.
Maximize uptime for all desktops by monitoring system availability and quickly responding to outages.
Maintain effective communication with end-users, other IT teams, and management regarding desktop support issues.
Build and maintain strong relationships with vendors and service providers to ensure timely resolution of issues.
Develop and implement effective escalation procedures for complex desktop support issues.
Foster a culture of continuous improvement within the desktop support team by encouraging feedback and collaboration.
Monitor desktop usage trends to identify areas where additional resources or training may be needed.
Train users on how to effectively use desktop software applications, including Microsoft Office suite, email clients, and web browsers.
Ensure all desktops are equipped with appropriate antivirus software and firewall protection.
Provide remote support to users who work remotely or off-site.
Implement a self-service portal for frequently asked questions and common support issues.
Document all interactions with users in a centralized system for tracking purposes.
Troubleshoot printer issues and provide maintenance support as needed.
Proactively monitor desktop infrastructure to identify potential issues before they cause downtime or disruption.
Respond to emergency support requests promptly and with a sense of urgency.
Continuously assess and improve user satisfaction with desktop support services through surveys and feedback mechanisms.
Assist with the implementation of new technology initiatives, including hardware refreshes, software upgrades, and cloud migrations.
Provide recommendations for hardware and software standardization across the organization.
Develop and maintain desktop support policies and procedures to ensure compliance with legal, regulatory, and industry standards.
Support the implementation of new security measures, including two-factor authentication and password management tools.
Ensure all desktops are properly configured for remote access and VPN connectivity.
Provide on-site support for critical incidents or issues that cannot be resolved remotely.
Conduct regular training sessions for end-users on data security best practices.
Build and maintain relationships with other departments to facilitate cross-functional collaboration and support.
Manage user accounts, permissions, and groups within Active Directory or other directory services.
Develop and provide access to standardized desktop images for rapid deployment of new machines.
Maintain accurate documentation of all desktop configurations, including hardware specifications and software versions.
Develop and maintain disaster recovery procedures specifically related to desktop infrastructure.
Develop and implement a strategy for managing desktop licenses, including software audits and compliance assessments.
Regularly review and update desktop support policies and procedures to ensure relevance and effectiveness.
Provide support for video conferencing and other collaboration tools used by desktop users.
Develop and deliver training programs on topics such as cybersecurity awareness, phishing prevention, and email etiquette.
Implement a ticketing system for tracking and responding to support requests in a timely manner.
Keep up-to-date with emerging trends and technologies in desktop support to stay ahead of the curve.
Collaborate with security and compliance teams to ensure that desktop configurations meet regulatory requirements.
Develop and implement backup and recovery procedures for all critical desktop systems.
Proactively monitor network traffic to identify potential security threats or performance issues.
Assist with the coordination of IT projects involving desktop infrastructure or software applications.
Provide guidance to management on budgetary requirements for desktop support equipment and services.
Participate in incident response exercises to develop emergency response plans and protocols.
Develop and maintain a comprehensive desktop support knowledge base for reference and training purposes.
Work closely with end-users to identify opportunities for process improvement and automation.
Evaluate and recommend new desktop software applications or tools to improve productivity and efficiency.
Document all support requests and resolutions in a centralized system for tracking and reporting purposes.
Develop and deliver training programs on topics such as data privacy and security awareness.
Provide support for mobile devices used by employees, including smartphones and tablets.
Maintain accurate inventory records for all desktop equipment, peripherals, and supplies.
Serve as a liaison between end-users and other IT teams to ensure effective communication and collaboration.
Troubleshoot network connectivity issues related to desktop infrastructure or software applications.
Develop and maintain a disaster recovery plan specifically related to desktop support services.
Monitor help desk performance metrics and make recommendations for improvement based on trends and data analysis.
Foster a culture of learning and development within the desktop support team through mentoring, coaching, and professional development opportunities.