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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 (, 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.

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Angela Irizarry

Angela Irizarry is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. Angela has been with the company for 10 years and has over 20 years of experience in business development and strategy. She has been featured in Fortune magazine and has received recognition for her work in competitive and trends analysis from executives at a variety of Fortune 100 companies. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients.

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