Help Desk Mission


Why does your help desk exist? What is your Help Desk Mission statement?  If the first four words out of your mouth aren’t “Our mission statement is…” it’s time for you to get out a pad of paper and a pencil and start scribbling. If you’ve been putting off writing a mission statement for your technical support team, consider it. The first point in Help Desk Mission is that never be shy about your mission: Here’s the best thing about a good mission statement: It justifies your existence. It says to the world, “The paychecks of the people in the help desk are well earned because the people who work there are providing a most valuable service to the company and to its customers, resulting in happier customers and higher profitability for the company.”


The next step in writing Help Desk Mission could be to start with the company mission statement: Does your company have a formal charter or mission statement, either etched in bronze on a plaque in the foyer of company headquarters, or emblazoned on the company’s home page, or both? If so, that’s the place to begin when you’re writing a mission statement for a team. Borrow liberally from the form and language of the company document. It doesn’t hurt anything if the two documents look and sound alike. You’ll want to make sure your goals are aligned with and support the goals in the company mission statement. Of course, if your company has a template for internal documents, use that template for your mission statement.


We know Help Desk Mission varies from company to company and place to place like the original mission statements of any company. The idea behind Help Desk Mission is to list long term and short term objectives and future course of action required. For example the Help Desk Mission may be to assist our ‘internal customers’–our employees–in being able to help the ‘external customer’. This includes providing assistance on computer hardware issues and computer software issues.


The Help Desk will provide a single contact point for all users of our organization direct questions and report problems regarding supported software and hardware. In response, the Help Desk will resolve the issue and attempt to help the user maximize their use of applications or equipment, or distribute the call to the appropriate staff. The Help Desk will assist in the notification of trends and situations to allow our organization’s IT department to maintain high levels of service to the user community. If you haven’t yet written any Help Desk Mission for your company you are missing a lot. Let’s consider one nice Help Desk Mission statement from the help desk of the University of Wisconsin-Fox Valley: “Help Desk Mission Statement: The Help Desk is to provide all users (students, faculty, and staff) with a single, helpful, first point of contact with the Instructional Technology department. The Help Desk covers a wide variety of activities including:


  • To provide a helpful and friendly first point of contact for the Instructional Technology Department.
  • To provide basic support for computing, audio/visual, and distance education services.
  • To provide the necessary online forms to request equipment, repairs, and network account changes.
  • To provide online FAQ’s, manuals, and tutorials to empower users to self-troubleshoot.
  • To provide equipment delivery and repair services.
  • To provide media duplication services.

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