A good IT support desk can transform the IT landscape of any customer-focused organisation.
IT Managers or decision-makers need to know how their own support desks perform both to understand the value of their investment and to plan how IT decisions can meet their long-term goals.
Here are just a few of the KPIs a good IT support desk should monitor so you can always make the most up to date, informed decisions.
Resolving Tickets on the First Resolution
Are a high percentage of your IT tickets being resolved on first contact? Each month you should be informed of how your IT desk is performing with this as one of the key metrics. If you have an in-house or outsourced IT team who are not quite meeting your standards for first time resolutions, it could indicate staff don’t have the right tools or the necessary experience.
Identifying Recurring Questions/Issues
Monitoring recurring questions/issues into an IT desk highlights where there may be knowledge gaps (a training need) or possibly a requirement for IT improvements to be made. Our support staff and engineers not only deal with the day-to-day issues but also proactively assist in filling any knowledge gaps for users.
You should also have complete transparency of all open tickets. For example we always record if a ticket is still open due to us having requested more information from a member of your team, or we’re waiting for one of our engineers/consultants. You’ll always know what the status is and that tickets are being dealt with properly.
To see how GHM supports businesses in Oxfordshire with their IT, click here to view our Case Studies here.
At GHM, the Support Desk is the pulse of our business. If you are not already collaborating with us on your IT requirements, call our team on 01865 367111.