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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 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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