Helpdesk Staff KPI?

[FN-GM]

Hello,

 

I am wondering if your helpdesk staff have KPI's please?

 

If so would you mind sharing them with me please?

 

Thanks

[SteveSaywell]

We've recently starting using time to first response and time to close.

 

Would also be interested to know what others use...

[psydii]

Not formally,

 

opened:closed ratios (per week, per month, per term, etc - should be close to 1:1)

 

Tickets open per technician.

 

Time to close (physical repairs) - ideally the initial incident is closed within minute/hours using a suitable workaround - but the time to repair the fault device is important for setting suitable levels of spares stock.

 

Rate of tickets per device type - For providing evidence that the replacement device schedule we agreed on four years ago remains valid, and no we can't skip the refresh this year.

 

Total number of Incidents per period

Total number of Change Request per period

Total number of Problems per period

Edited January 28, 2021 by psydii