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10 MetricNet Benchmarking Statistics for In-House Desktop Support ProfessionalsThe results of MetricNet’s 2014 United States In-House Desktop Support Benchmark are in!   The data includes 7 types of metrics and 28 Key Performance Indicators.  In this article, we will highlight 10 key statistics that all Desktop Support professionals should be aware of.

Desktop Support Cost:

The average cost per ticket for US In-house Desktop Support is $66.60. Tweet this stat.

The max cost per ticket for US In-House Desktop Support is $176.61. Tweet this stat.

Desktop Support Quality:

The average customer satisfaction rating in US In-house Desktop Support functions was 84.6%. Tweet this stat.

Desktop Support Productivity:

The average tickets per technician per month for US In-house Desktop Support is 113. Tweet this stat.

The average incidents per technician per month for US In-house Desktop Support is 81.8. Tweet this stat.

Desktop Support Service Level:

The average Mean Time To Resolve (MTTR) Incidents for US In-house Desktop Support is 7.3 business hours. Tweet this stat.

Desktop Support Technician:

The average Technician Tenure for US In-house Desktop Support is 47.8 months. One World-Class Desktop Support organization more than doubled that number at 110 months! Tweet this stat.

The average New Technician Training Hours for US In-House Desktop Support is 64. Tweet this stat.

Desktop Support Ticket Handling:

The average service request work time for US In-house Desktop Support is 39.9 minutes. Tweet this stat.

Desktop Support Workload:

The average Tickets per Seat per Month for US In-House Desktop Support is 0.57. Tweet this stat. 

Purchase the full US In-House Desktop Support Benchmark

MetricNet’s Desktop Support Benchmarks are built on MetricNet’s worldwide database of Desktop Support process and performance indicators, and are the most comprehensive benchmarks in the industry.

Key Performance Indicators included in the Desktop Support Cost Benchmark  for in-house/insourced Desktop Support groups can be found here.

Key Performance Indicators included in the Desktop Support Price Benchmark  for outsourced Desktop Support groups can be found here.

Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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