It Support Analyst Goals and Objectives Examples
Respond to all IT support inquiries within 30 minutes.
Resolve 90% of IT support tickets within one business day.
Maintain a customer satisfaction rating of at least 90%.
Provide accurate and timely updates to customers on the status of their IT support tickets.
Continuously improve knowledge of company software and hardware systems.
Troubleshoot and resolve network connectivity issues within 15 minutes.
Create and maintain documentation for frequently asked IT support questions.
Develop and implement strategies to reduce the number of IT support tickets received.
Collaborate with other IT support analysts to solve complex technical issues.
Provide training and support to end-users on company software and hardware systems.
Ensure that all software licenses are up-to-date and in compliance with licensing agreements.
Maintain confidentiality and security of sensitive information handled through the IT support team.
Perform routine system backups to ensure data protection and recovery capabilities.
Monitor and maintain IT infrastructure performance to minimize downtime.
Ensure all end-user devices are properly configured and updated with the latest software patches.
Configure and deploy new company devices to end-users, including laptops, desktops, tablets, and smartphones.
Maintain accurate inventory records of all company IT assets.
Manage account access permissions for employees across all software platforms.
Collaborate with vendors and third-party providers to manage software licenses and updates.
Analyze and evaluate current company IT policies, procedures, and standards to identify areas for improvement.
Ensure that all company servers are properly maintained, updated, and secured.
Develop best practices for end-users to prevent cybersecurity threats such as phishing attacks or malware infections.
Continuously improve knowledge of emerging technologies and their potential impact on company IT infrastructure.
Communicate regularly with management regarding IT projects, priorities, and progress updates.
Identify and address potential security risks to company data.
Develop and implement disaster recovery plans for IT systems and infrastructure.
Collaborate with other departments to ensure seamless integration of new software or hardware systems.
Ensure all company devices are compliant with regulatory requirements such as HIPAA or GDPR.
Coach and mentor junior IT support analysts to develop their technical skills and customer service abilities.
Schedule routine system maintenance to ensure optimal performance and minimize downtime.
Develop and maintain a knowledge base of common IT issues and solutions.
Proactively identify potential system vulnerabilities and take action to prevent them from being exploited.
Continuously monitor system health and performance to identify potential issues before they become major problems.
Work collaboratively with other IT team members to ensure consistent and effective communication regarding IT support inquiries.
Analyze and report on key performance indicators related to IT support, such as ticket volume, resolution times, and customer satisfaction ratings.
Assess end-users' software needs and provide recommendations for upgrades or replacements as needed.
Diagnose hardware issues and collaborate with vendors or third-party providers to coordinate repairs or replacements.
Conduct thorough testing of new software or hardware systems prior to implementation to ensure compatibility with existing infrastructure.
Develop clear and concise documentation for IT processes, procedures, and policies.
Schedule user training sessions for new or updated software systems.
Update IT support tickets regularly with status updates, estimated resolution times, and any relevant information.
Attend industry conferences or webinars to stay up-to-date on emerging trends in IT support practices and technologies.
Develop strong relationships with vendors and third-party providers to ensure prompt and effective response to service requests.
Develop contingency plans for unexpected IT system outages or failures.
Ensure that all company devices are equipped with current antivirus software to prevent malware infections.
Maintain accurate and up-to-date employee records within IT systems, including hire date, termination date, and access permissions.
Develop and implement strategies to reduce costs associated with IT support operations.
Monitor network activity to detect any unauthorized access attempts or suspicious behavior.
Collaborate with other departments regarding IT infrastructure needs for new or relocated offices.
Participate in regular performance reviews with management to identify areas for improvement.
Develop and maintain a disaster recovery plan to ensure business continuity following major system failures.
Provide after-hours support as needed for critical issues or system outages.
Develop and implement processes for the secure disposal of obsolete or unused hardware equipment.
Maintain accurate and up-to-date documentation for all software licenses and agreements.
Develop and maintain a service catalog outlining available IT services for end-users.
Conduct periodic security audits to identify potential vulnerabilities in company IT systems.
Create and maintain an asset tracking system to accurately monitor hardware and software inventory.
Ensure all software is properly licensed and in compliance with vendor agreements.
Develop and implement processes for handling confidential data in accordance with regulatory requirements.
Manage user access permissions for cloud-based applications such as Microsoft Office 365 or Salesforce.
Coordinate with vendors and third-party providers to ensure timely warranty repairs or replacements of hardware equipment.
Develop and implement standard operating procedures for common IT support issues.
Collaborate with other IT team members to develop disaster recovery scenarios and test plans.
Evaluate new technologies and make recommendations regarding potential benefits or risks to company IT infrastructure.
Monitor software usage to identify instances of unapproved or unauthorized installations.
Regularly backup critical company data to ensure business continuity in case of system failures or disasters.
Troubleshoot and resolve printing problems on company devices, including connectivity issues or driver updates.
Continuously improve knowledge of virtualization technologies such as VMware or Hyper-V.
Develop and maintain an IT budget to ensure effective use of company resources.
Develop and implement processes for managing employee moves, adds, and changes within IT systems.
Collaborate with HR to ensure all employees receive necessary IT orientation and training.
Evaluate and recommend solutions for improving IT support operations, such as automation tools or ticket tracking software.
Monitor internet traffic to detect and prevent potential security threats such as malware downloads or phishing attempts.
Develop and maintain a system for tracking and reporting on hardware and software performance metrics.
Participate in regular disaster recovery drills to ensure preparedness in case of unexpected system failures.
Provide remote support for end-users outside of the office environment.
Ensure all end-user devices are equipped with necessary security software such as firewalls or encryption tools.
Develop and implement policies for handling company-owned mobile devices, including security measures and acceptable use guidelines.
Collaborate with other departments to ensure all company software is properly integrated and compatible with existing infrastructure.
Continuously improve knowledge of networking technologies such as TCP/IP, DNS, or DHCP.