Managing the Help Desk – Looking for the right Metrics

Going back to the question of how to staff the Help Desk Support, the proper technician headcount in any given organization is calculated based on Workload and Technician Capacity, but where
can we derive this information from? How can we measure it during the daily operations of the Help Desk?

Based on a Research conducted by MetricNet the eight essential KPI’s for Managing Desktop Support are as follows:

1. Cost per Ticket
2. Customer Satisfaction
3. Technician Utilization
4. First Contact Resolution Rate
5. Mean Time to Resolve
6. % Resolved Level 1 Capable
7. Technical Satisfaction
8. Balanced Scorecard

By properly measuring these metrics, you will be able to answer two of the most important questions related to the Help Desk:

• What is your Cost per Ticket?
• How is your Customer Satisfaction?

For more in-depth information, please visit MetricNet, briefly, since
the Cost per Ticket is associated with Labor Costs, the best metrics to use to
derive this Information are:

• The Technician utilization
• The Percentage Resolved Level 1 Capable.

To reduce Cost per Ticket we will need
to keep Technician Utilization as it highest and reduce the % Resolved Level 1
Capable.

The Customer satisfaction can be determined by

•  First Contact Resolution Rate (FCRR)
• Mean Time to Resolve (MTTR)
• Technician Satisfaction

To increase the Customer
Satisfaction, we will need to increase the FCRR and MTTR and increase the Technical Satisfaction.

We can also derive from these metrics other very useful information like Workload and Technician Capacity which are essential to answering the question of proper Technician Headcount.