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Setting SMART Goals

Updated: Jan 23

What is a SMART goal?

SMART goals are Specific, Measurable, Achievable, Relevant, and Time-bound.


Applying this framework to goals will help ensure they are clear, focused, and actionable.


A diagram outlining what SMART goals are



How to set SMART goals for help desk metrics

To set SMART goals for your help desk metrics, identify the key performance indicators (KPIs) you want to focus on, such as FCR, AHT, or CSAT. Then, follow these steps:


  1. Clearly define the desired outcome, specifying what you want to achieve, why it's essential, and how it will be accomplished.

  2. Determine the criteria for measuring progress and success and establish a baseline by analysing your team's performance.

  3. Assess the feasibility of your goal, considering available resources, potential obstacles, and the time required to achieve it. Then, make adjustments as needed to ensure the goal is realistic.

  4. Align your goal with organisational objectives and priorities, ensuring it supports your organisation's broader mission. Remember how senior management love that?

  5. 5) Set a deadline or timeframe for achieving your goal, and communicate this timeline to your team.

Examples of SMART goals

Here are a few examples of SMART goals for help desk metrics:


Increase First Contact Resolution rate by 10% within the next three months by providing additional training on common customer issues and updating knowledge resources. Reduce Average Handle Time by 15% over the next six months by streamlining processes, investing in new support tools, and implementing a mentorship program for new agents. Improve Customer Satisfaction scores by 8% in the next quarter by enhancing communication skills, setting clear customer expectations, and promptly addressing negative feedback.


By setting SMART goals for your help desk metrics, you can provide clear direction and focus for your team, ensure alignment with organisational objectives, and promote continuous improvement in your team's performance and customer satisfaction.

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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).

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