Desktop Support Analyst Goals and Objectives Examples
Respond to at least 95% of all IT support requests within 30 minutes.
Achieve an average customer satisfaction rating of 90% or higher.
Resolve at least 80% of all IT support requests on the first call.
Track and report on all IT support requests.
Submit weekly status reports to the IT team lead.
Maintain accurate and up-to-date documentation of all IT support requests.
Communicate clearly and effectively with end-users and other IT staff.
Consistently meet or exceed established IT support service level agreements (SLAs).
Continuously improve technical knowledge and skills through training and self-study.
Participate in regular IT staff meetings and contribute to discussions and decisions.
Analyze and troubleshoot a wide range of technical issues related to desktop hardware and software.
Provide expert support for Microsoft Office Suite applications, including Word, Excel, PowerPoint, and Outlook.
Assist end-users with accessing and using various enterprise applications, such as CRM or ERP systems.
Diagnose and resolve problems with network connectivity, Wi-Fi, and VPN access.
Install new software applications and updates, ensuring compatibility with existing desktop configurations.
Monitor desktop operating systems for security vulnerabilities and ensure timely patching.
Ensure that all desktops are equipped with necessary anti-virus software and that it is updated regularly.
Perform data backups and restore data as needed.
Set up new user accounts and manage access permissions.
Troubleshoot printer problems and facilitate repairs or replacements as needed.
Manage hardware inventory, ensuring that all equipment is tracked, maintained, and disposed of properly.
Collaborate with other IT staff to develop and implement desktop support policies and procedures.
Train end-users in basic computer skills and best practices for maintaining their desktops.
Stay current on emerging technologies and trends in desktop support.
Implement measures to ensure compliance with data privacy and security regulations.
Effectively prioritize support requests based on severity and impact.
Identify recurring IT issues and develop proactive solutions to address them.
Work closely with vendors and third-party service providers to resolve technical issues.
Participate in IT project teams and provide input on desktop-related matters.
Develop and maintain relationships with end-users across the organization.
Provide remote support as needed to end-users located offsite or in other regions.
Document desktop support procedures and make them available to end-users as needed.
Monitor desktop performance metrics, identify trends, and recommend improvements.
Ensure that all desktops are configured according to organizational standards for security, compliance, and usability.
Participate in disaster recovery planning and testing exercises.
Collaborate with other IT staff to implement new software or hardware solutions.
Conduct thorough testing of new software or hardware before deploying it to end-users.
Document known issues and workarounds for future reference.
Participate in change management processes and ensure that desktop support changes are communicated effectively to end-users.
Develop and maintain a knowledge base for desktop support issues and solutions.
Foster a culture of continuous improvement by seeking feedback from end-users and colleagues.
Build strong working relationships with key stakeholders across the organization.
Communicate effectively with both technical and non-technical audiences.
Prioritize workload effectively to meet deadlines and achieve goals.
Demonstrate excellent time-management skills and the ability to multitask.
Provide after-hours support as needed for critical IT issues.
Build rapport with end-users through positive interactions and effective problem-solving.
Continuously seek opportunities to learn new technical skills and concepts.
Follow established protocols for escalating high-priority IT support requests.
Proactively identify potential security risks and take appropriate action to mitigate them.
Communicate effectively with vendors and third-party service providers.
Build and maintain strong relationships with other members of the IT team.
Participate in IT-related training and certification programs.
Analyze root cause of recurring IT support issues and develop long-term solutions.
Continuously monitor desktop support processes for efficiency and effectiveness.
Foster a culture of teamwork and collaboration within the IT organization.
Demonstrate excellent problem-solving skills and attention to detail.
Provide clear and concise documentation of technical issues and solutions.
Maintain accurate records of hardware and software inventory.
Ensure that all desktop support work complies with established policies and procedures.
Monitor end-user satisfaction levels and provide feedback to the IT team lead.
Collaborate with other departments to ensure that desktop support services meet organizational needs.
Attend relevant industry events or conferences to stay abreast of emerging technologies and trends.
Provide regular feedback to the IT team lead on ways to improve IT support services.
Develop and maintain positive working relationships with external partners and vendors.
Develop a deep understanding of the organization's business needs and goals.
Work proactively to prevent IT support issues before they occur.
Support end-users in learning new software applications or technologies.
Participate in disaster recovery drills and exercises to ensure readiness in case of an emergency.
Follow up with end-users after resolving IT support issues to ensure satisfaction.
Ensure that all desktops are properly configured for remote work as needed.
Develop and maintain a thorough understanding of the organization's network infrastructure.
Continuously monitor desktop support metrics and identify areas for improvement.
Document disaster recovery procedures and ensure that they are up-to-date and effective.
Ensure that all end-users are properly trained in best practices for information security.
Collaborate with other IT staff to develop and implement disaster recovery plans.
Monitor desktop support costs and identify opportunities to reduce expenses.
Ensure that all software licenses are up-to-date and compliant with organizational policies.
Participate in the selection process for new hardware or software solutions.
Continuously seek ways to improve the efficiency and quality of IT support services.