Desktop Support Best Practices | Eight Essential KPIs
Desktop Support Best Practices
Eight Essential KPIs
When it comes to end-user support, most people automatically think of the Level 1 Help Desk. The Help Desk has been extensively studied and researched, and the Best Practices for Level 1 Support are well documented and well understood. The same, however, cannot be said of Level 2, or Desktop Support. This critical support function has historically received far less attention than the help desk, and for most IT organizations it represents a fertile opportunity for performance enhancement. This is particularly true when it comes to Key Performance Indicators for Desktop Support.
In this article, MetricNet (www.metricnet.com), a leading source of online benchmarks and a pioneer in Desktop Support, Service Desk, and Call Center benchmarking, identifies and defines the eight most important performance metrics for Desktop Support.