Co worker needs to come up with Goals for the year ( Help Desk )

Quench24

And she has no idea what goals to come up with. Shes been told shes the face of the service desk. She resolves 100% of the tickets and answers calls. Any ideas?

Nisseki

Maybe work towards a new position such as desktop support or gain new skills within the company?

jamesleecoleman

How about some certification goals for the team or a cross training program so that there is a baseline of knowledge in the group....

NetworkNewb

Some people love the help desk and want to stay there. If that is the case, maybe her goal is just to continue her high quality of work.

It would depend on what she wants to do and her... Goals

PC509

If she wants to stay at help desk, maybe ITIL, time management, soft skills, Windows (whatever is in your environment) expert, things like that. Just things to help her do her job better. I'm awesome at my job, but I always have goals that move me forward. Even if it's time management or team management, it's something to help move forward even if it's at the same position.

Quench24

PC509 wrote: »

If she wants to stay at help desk, maybe ITIL, time management, soft skills, Windows (whatever is in your environment) expert, things like that. Just things to help her do her job better. I'm awesome at my job, but I always have goals that move me forward. Even if it's time management or team management, it's something to help move forward even if it's at the same position.

Certifications can't be a goal, they're a goal under development section.

She already has great time management and soft skills, she is called the face of the help desk and everyone likes her. She already does her job to an excellent level.

Any others?

NetworkNewb

Quench24 wrote: »

Certifications can't be a goal, they're a goal under development section.

Couldn't you almost put any goal under a development section than? Not really important

But it kinda sounds like your asking how can someone improve when they are doing everything perfect. They either find ways to change and improve existing processes or work towards obtaining skills for a new position. If nothing changes and they are doing everything perfect, the only goal would be to strive to keep at the perfection.

ThePawofRizzo

Can she write coherent documentation? The Helpdesk likely gets a lot of calls that are repetitive "problems" that are moreso a user education issue. So, documenting instructional docs with screenshots that can be provided to users for common issues can be a real time saver. Also, other IT personnel, like the server or network team, can sometimes use those docs, if nothing else, to understand what the user experience should be with some product, in case something is awry.

Sure there is a lot of basic steps for common app usage, but most every company has in-house, unique usage cases that are unique. For instance, we have a Windows 2012 remoteapp farm with various published apps. I put together documentation for how to access the portal for the apps, or launch them from the Start menu. In addtion, we have a lot of iPhones, and users don't know how to use the RDP app to access the portal, so I have an instructional document for that as well. When I set up a new user to access the remoteapps, I simply have to send them the instructions rather than have to talk every user through the steps each time. The documents seem to be well-written because when I do quality checks the user's have told me they got everything going.

Writing documentation can take some time, but it can be a real timesaver. And she can get some wins with efficiency and customer service with good docs.

PC509

What about creating new, more efficient processes for the help desk? Review current procedures and improve them? She seems like a great people person, so what about doing some company training (cybersecurity, basics of software, etc.)?

There is always something to improve on, always something new to learn even when you're considered an expert.

ITIL doesn't need to be a certification. It can change the way your processes are, too. It's more of an IT service lifecycle. A lot of good stuff in there, but I found it very boring material. Good stuff to learn, and it can be directly implemented in your environment.

blatini

Both posts above are good.
The focus of the goals should be on the help desk (assuming it was her supervisor that asked her to put the goals together)

anhtran35

Quench24 wrote: »

Certifications can't be a goal, they're a goal under development section.

She already has great time management and soft skills, she is called the face of the help desk and everyone likes her. She already does her job to an excellent level.

Any others?

LOL. You trying to help her fill out her KPIs?

vanillagorilla3

I'd agree with documentation. Document common/repetitive tasks/issues, create an SOP, and/or knowledge-base.

cyberguypr

Coworker's first goal should be to open an account here and cut off the middleman.

shimasensei

ITIL, A+, MCSA (depends on your environment - Win7,10), HDI-TSP, etc.

It'll be good for her future to cement it with certs that reflect her skills and experience.