top of page

IT Help Desk Strategy Template

Updated: Feb 2

A template that walks you through the creation of a strategy.

Strategy Template
Download DOCX • 39KB

The Help Desk Strategy aims to deliver excellent customer service by outlining the current state, vision, and objectives for the help desk.

It serves as a roadmap for enhancing customer interactions, operational efficiency, and technological innovation. The help desk is instrumental in supporting the organisation's products/services and customer base.

Help desk strategy template

Current State


  • Staff numbers, roles, and hours of operation

  • Time zones served and any special considerations

Service Metrics

  • Includes KPIs such as average resolution time, FCR rate, and customer satisfaction scores

  • Uses historical data to identify areas for improvement

Technology & Tools

  • Details current technology like software, communication channels, and knowledge management systems

  • Assesses effectiveness and limitations

Vision & Objectives

Vision Statement

  • Aims to encapsulate the ideal future state of the help desk

Strategic Objectives

  • Focus on what's important.

Delivery Plan

Initiatives & Projects

  • Training, process improvements, and technology implementations

Timeline & Milestones

  • Establishes a timeline considering potential challenges and dependencies

Roles & Responsibilities

  • Defines roles and ownership for each initiative or project to ensure accountability and progress tracking.

Measures / Key Results


  • KPIs such as reduced resolution time, improved FCR rate, and increased CSAT scores

Monitoring & Reporting

  • A system to track and report KPIs, including the frequency and responsible parties for sharing updates

How to Use The Help Desk Strategy Template

This strategy serves as a comprehensive guide for the help desk team to improve their service quality and operational efficiency.

Regular monitoring and updates are crucial for ensuring its success.


About the author

Hi, I'm Alan, and have been working within the IT sector for over 30 years.

For the last 15 years, I've focused on IT Governance, Information Security, Projects and Service Management across various styles of organisations and markets.

I hold a degree in Information Systems, ITIL Expert certificate, PRINCE2 Practitioner and CISMP (Information Security Management).


Iseo blue logo
bottom of page