Helpdesk yearly goal

I need to create self review and proposal for this year.
as being helpdesk, what would be the typical goal and objective?
Hiroyuki TamuraField EngineerAsked:
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The goal:  Answer all questions in a satisfactory manner
       sub goal : Please all questioners
 Objective: Assist the company to make best use of its computer facilities

objective measurements         number of times users use the help desk
        Note this number by itself is not a good measurement. If the number goes up - users are finding it useful
                                                                                                           If the number goes down, maybe you have                    answered all the questions but if there is a sudden change in the rate of questions there may be a cause.
create and study a satisfaction poll.

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What type of company is this where you will be a help desk person?
Hiroyuki TamuraField EngineerAuthor Commented:
it's a helpdesk support a bank, financial system.
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Your title mentions goal.
You must decide what your goals are.
You should want to handle more customer requests per day as you progress during the year. You want the interaction between you and they to be professional and in a soft way so they sense the personal emphasis you are giving them to assist them. Do not be worried to think to yourself "oh I do not know the answer."
I have encountered that many times and it is unpleasant. Many times they do not know the answer and they tell us another solution which is totally wrong. It's better to admit you do not know the answer than to give a "wrong" answer.
Be ready to point them to other areas or resources where they can obtain the answers they need if you can not completely solve their issue.
Try to reverse the role and you are the person seeking help.
If you do then you can begin to understand the customers.
You need the skills to assist them and also a good personality so you have the right attitude when they arrive at (or call) your desk.
When customers need assistance it's your job:
A. To make the customer feel comfortable in asking a question.
B. To ensure that the customer is satisfied at the end.

Your superior may measure your proficiency by observing volume, your response time and the time it took you to resolve the question. As well as the accuracy of your answers and how you go about determining the cause of the person's problem.
Thanks and good luck on your job.
Hiroyuki TamuraField EngineerAuthor Commented:
Thank you!
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