Desktop Support OKR

Objectives and Key Results (OKRs)

Role Overview:

The Desktop Support OKR plays a critical role in the IT Services industry by ensuring seamless operation of end-user systems and minimizing downtime.
This position is responsible for diagnosing technical issues, deploying and maintaining hardware/software, and providing top-notch user support that aligns with the industry’s need for high availability, performance, and cybersecurity.

Objective 1: Resolve Technical Issues Efficiently

Key Results:

• Resolve 90% of desktop-related support tickets within SLA timeframes.
• Achieve a first-call resolution rate of at least 75% for user-reported issues.
• Reduce repeat incident reports by 20% through root cause analysis and documentation.
• Respond to priority-1 incidents within 15 minutes 95% of the time.
• Maintain less than 3% escalation rate to Level 2 support.

Objective 2: Ensure System Readiness and Uptime

Key Results:

• Achieve 99.5% uptime for all desktop systems under support scope.
• Perform preventive maintenance for 100% of user machines quarterly.
• Monitor and patch 100% of systems within 7 days of critical update release.
• Reduce desktop system boot-time by 10% through optimization efforts.
• Track and report system health weekly with zero delays.

Objective 3: Enhance End-User Satisfaction

Key Results:

• Maintain a customer satisfaction (CSAT) score of 90% or higher from internal surveys.
• Respond to all user requests within 2 hours during business hours, 95% of the time.
• Conduct monthly feedback sessions with top 5 user groups.
• Train at least 20 users each month on common IT troubleshooting tips.
• Document and share 1 user-friendly knowledge base article per week.

Objective 4: Optimize IT Asset Usage and Tracking

Key Results:

• Tag and register 100% of newly deployed devices within 24 hours.
• Reduce hardware loss/damage incidents by 15% through user training.
• Ensure 100% compliance with software licensing across all desktop devices.
• Audit 25% of the hardware inventory monthly for accuracy and utilization.
• Maintain updated asset records with 98% accuracy rate.

Objective 5: Strengthen Cybersecurity Practices on End-User Devices

Key Results:

• Install endpoint protection on 100% of supported desktops.
• Run phishing simulations quarterly and reduce click-through rates by 30% over the year.
• Ensure 100% compliance with password update policy every 90 days.
• Conduct monthly system vulnerability scans and remediate findings within 72 hours.
• Train users quarterly on data security practices.

Conclusion:

The role of Desktop Support OKR is pivotal in the IT Services sector, ensuring reliable IT support, increased end-user satisfaction, and adherence to system uptime and security standards.
By achieving the outlined OKRs, professionals in this role contribute significantly to digital efficiency, employee productivity, and organizational success.

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