What Is A Help Desk KPI?
A help desk KPI (Key Performance Indicator) is a measurable value that gauges the effectiveness and efficiency of IT support services. These performance metrics enable IT organizations to track, evaluate, and optimize their help desk operations, ensuring they meet customer expectations. Common KPIs include First Contact Resolution, Average Response Time, and Customer Satisfaction Ratings.
What Are Performance Goals of IT Help Desks?
Performance goals of IT help desks are maintaining efficient operations and providing high-quality support to meet customer expectations. Key objectives include minimizing response times, maximizing first contact resolution rates, reducing ticket backlog, customer satisfaction, and ensuring improvement in service. When achieving these goals, IT help desks contribute to business success and foster positive relationships with end-users.
What Are KPIs for IT Departments?
IT department KPIs are measurable metrics evaluating the performance and efficacy of technology services and processes. They aid in optimizing IT infrastructure, ensuring system reliability, and maintaining data security. Key KPIs include system uptime, network latency, data breach response time, and IT project success rate. Tracking these KPIs facilitates informed decision-making and promotes continuous improvement in IT operations.
Top 15 Examples of Help Desk KPIs
- First Contact Resolution (FCR) Rate: The percentage of support tickets resolved during the initial contact with the customer.
- Average Response Time: The time it takes for help desk agents to respond to a support request.
- Average Resolution Time: The average duration required to resolve a support ticket.
- Ticket Volume: The number of support requests received within a specific time period.
- Ticket Backlog: The number of unresolved support tickets at any given time.
- Escalation Rate: The percentage of support tickets escalated to higher-level support teams.
- Agent Utilization: The proportion of an agent’s working hours spent on productive tasks.
- Customer Satisfaction (CSAT) Score: A measure of customers’ satisfaction with the help desk support they received.
- Abandoned Call Rate: The percentage of calls disconnected before reaching a help desk agent.
- Call Handling Time: The duration of a support call, including talk time, hold time, and after-call work.
- Cost per Ticket: The total cost of help desk operations divided by the number of tickets resolved.
- Agent Churn Rate: The percentage of help desk agents who leave the organization within a specific period.
- Knowledge Base Usage: The frequency at which help desk agents and customers utilize self-help resources.
- Service Level Agreement (SLA) Compliance: The percentage of support tickets resolved within the agreed-upon time frame.
- Time to Close Aged Tickets: The average time taken to resolve tickets that have exceeded their target resolution time.