Service Desk Analyst Goals and Objectives Examples
Meet or exceed first contact resolution targets for all tickets raised by end-users.
Maintain high levels of customer satisfaction through prompt, courteous and effective communication.
Ensure all incidents and service requests are logged and managed in a timely manner.
Resolve technical issues within agreed SLA timelines.
Continuously improve knowledge of IT services and products to provide effective support.
Identify recurring issues and recommend improvements to prevent future occurrences.
Keep customers informed on the status of their issue at regular intervals.
Provide accurate and timely reports on incident trends and analysis.
Maintain good working relations with other teams within the organization.
Support the deployment of new hardware, software or systems as required.
Attend training sessions to improve skills and knowledge.
Uphold company policies and procedures at all times.
Maintain confidentiality of sensitive information.
Troubleshoot issues related to desktops, laptops, printers and peripherals.
Respond to and resolve network connectivity issues.
Provide guidance to end-users to improve their IT usage.
Assess risk levels for any reported problem according to established criteria.
Follow up with users after problem resolution to confirm issue resolution.
Escalate complex issues to second-level support or vendor support as required.
Prioritize work based on urgency and impact to the business.
Meet or exceed KPIs for incident response times and resolution rates.
Participate in team meetings to share knowledge and best practices.
Work closely with other IT teams to ensure seamless service delivery.
Ensure adherence to security policies when granting access or resetting passwords.
Document all steps taken during troubleshooting and problem resolution processes.
Act as a liaison between end-users and third-party vendors for software/hardware support.
Perform regular maintenance tasks such as patch management and system updates.
Analyze incident trends and identify areas for improvement.
Respond to incoming calls and emails in a professional and timely manner.
Ensure accurate and detailed documentation of all incidents and service requests.
Collaborate with other teams to provide solutions for complex problems.
Evaluate the need for new hardware or software based on user needs.
Continuously improve knowledge of ITIL processes and methodologies.
Maintain an up-to-date knowledge base of support solutions.
Handle multiple tasks simultaneously while maintaining high levels of accuracy.
Follow established procedures for incident management and problem resolution.
Communicate effectively with users and stakeholders at all levels of the organization.
Meet or exceed customer satisfaction targets for all interactions.
Provide end-user training on IT systems and applications when required.
Develop and maintain relationships with key customers and stakeholders.
Keep up-to-date with emerging technologies and trends in IT support services.
Ensure all equipment is maintained and updated as required.
Promote self-service tools to reduce workload and improve efficiency.
Identify opportunities to automate support functions where possible.
Respond to emergency situations such as system outages or security breaches.
Provide support outside normal business hours when required.
Work with other departments to ensure IT services meet business needs.
Identify areas for process improvement within the service desk function.
Ensure compliance with regulatory requirements relating to IT support services.
Work collaboratively with other IT teams to develop and implement new solutions.
Identify and manage risks associated with IT support services.
Investigate and diagnose issues related to servers, databases and network infrastructure.
Provide continuous feedback on service quality to management.
Conduct surveys to assess user satisfaction levels.
Ensure all tickets are classified, prioritized and resolved in accordance with agreed metrics.
Analyze data to identify trends, patterns, and opportunities for improvement.
Ensure all incidents are escalated to the relevant teams in a timely manner.
Deliver on commitments made to end-users and stakeholders.
Continuously improve service delivery through feedback and self-evaluation.
Ensure that all knowledge articles are well documented and up-to-date.
Proactively communicate with stakeholders to understand their needs and expectations.
Support continuous service improvement initiatives.
Provide technical guidance to other team members as required.
Provide accurate and timely reports to management as required.
Actively participate in incident management and post-incident review meetings.
Manage and prioritize incidents based on urgency and impact to the business.
Resolve complex issues involving multiple systems or applications.
Develop plans and schedules for system upgrades and maintenance.
Promote best practices for incident management and problem resolution.
Ensure all equipment is properly configured with relevant software and security patches.
Develop procedures for managing complex IT incidents.
Work with other departments to ensure compliance with IT policies and procedures.
Ensure seamless transition of services between IT support teams.
Investigate root causes of incidents and recommend preventive measures.
Assist with disaster recovery planning and testing.
Develop training materials for end-users and other support staff.
Identify opportunities to improve processes and procedures within the IT department.
Ensure all documentation is well organized, easily accessible, and up-to-date.
Evaluate new technologies for potential deployment within the organization.
Build positive relationships with customers, vendors, and third-party providers.