In this sample audit work program, steps to audit an organization’s Information Technology (IT) help desk process are outlined. Risk indicators of potential problems at an IT help desk include: no formal help desk function exists, the help desk does not use a commercial software package to track issues, users do not have confidence that the help desk can assist them, and users complain that they receive inconsistent service.

This report can be used as a general plan to understand and review the IT help desk audit process. Organizations should continuously update and monitor the processes included in this document to ensure that it fits your organization’s operational model.