The 7 Most Important Help Desk KPI Metrics

Your help desk keeps everything running smoothly and deals with problems quickly and efficiently when they pop up. But in order to keep things functioning well, monitoring key performance indicators (KPIs) can tell where you need to improve, as well as show roadblocks that can be eliminated.

Help Desk KPI Metrics

Different businesses may need to focus on disparate metrics depending on how they operate. When it comes to help desk KPI metrics, here are seven things that every business should monitor.

1. Infrastructure Stability

The goal is to provide a stable environment with workers with the least amount of service disruptions and outages as possible. Measuring overall service availability can indicate how stable your tech infrastructure is.

2. Lost Business Hours

When your team is waiting for a solution to a problem, productivity suffers — and it's a time period you'll never get back. In addition to tracking business service availability, it is important to note the case of any downtime. Even if service is available 99 percent of the time, downtime could mean 36 hours of lost hours.

3. Trouble Ticket Volume

By tracking the number of trouble tickets that come through the system, you can analyze several key indicators. The volume can indicate system problems beyond the normal issues that arise. For example, they can show where training is needed for staff and can identify consistent issues that need more attention than a quick fix.

They can also give you an indication about proper staffing levels and where IT teams need additional training. Service requests can also give you an idea of where improving technology can increase productivity.

By examining patterns, you can see whether problems seem to occur when new employees are brought on board, whether there are spikes on particular days or hours of the day, or whether there is an overall increase in tickets.

4. First Call Resolution

Obviously, the goal is to get things back to normal as quickly as possible. The best-case scenario is to be able to resolve things by the first contact with an IT help desk.

The more time it takes to resolve a problem, the more frustrated your staff or customers will become. You want as many issues as possible to be resolved in the initial call by the level 1 tech without having to escalate to higher levels. Poor first call resolution metrics can indicate staffing or training issues.

5. Response & Resolution Time

Tracking response time — and how long it takes to resolve a particular issue — can give you insight into how the IT help desk handles issues. Average response time is the amount of time between the ticket being created and the first touch/comment from an agent. The longer time elapses, the more frustrated employees or customers become.

Resolution time should be decreased as your agents become more experienced. If wait times and resolution times for customers escalate, you need to understand why and make adjustments.

6. Backlog

While the goal is to resolve as many issues on the first call, the IT help desk has to prioritize issues by urgency and impact. This means those nagging issues may keep getting pushed down the list. As the backlog grows, it can give you insight into your organization’s needs. It may mean more staffing is needed, more training is needed or there are systematic problems that need to be resolved.

7. In-House and Service Level Agreement Compliance

Whether you handle your help desk in-house or outsource it, you should have an agreed upon level of compliance for incident response. For in-house teams, these might be written goals. When relying on a third-party vendor, however, an SLA might be part of your contractual agreement.

Tracking SLA compliance levels for IT help desks can establish baseline KPIs and assure that service levels are reasonable.

Consistent Quality of Service

It’s important to monitor and manage your KPIs to provide a consistent quality of service and continuous improvement. After all, you can’t manage what you can’t measure. Using these tools, you can effectively match help desk objectives to business objectives. This helps you ensure business continuity, maintain an efficient operation, and deliver services within established time frames.

A Cloud-Based Help Desk: Virtual Contact Center

Wouldn’t it be nice if someone else could manage your help desk systems, measure your KPIs, and be responsible for continuous improvement? 8x8’s virtual contact center provides all the rich functionality of an on-premises solution, but without the maintenance headaches and manpower costs.

Integrated phone, email and chat allow employees and customers to connect in a fashion they want. Integrated systems can track inquiries across platforms tied to a single database. API integration can tie in leading ERP, travel software, or other internal applications for immediate access to contact record and case histories.

A World-Class Help Desk

Choose a world-class help desk and SaaS technology solution and focus on what's important: growing your business. Call 1-866-879-8647 or fill out an online form to request a no-obligation quote from an 8x8 product specialist.

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