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% Resolved Level 1 Capable is a Desktop Support metric.  It measures the percentage of tickets resolved by desktop support that could have been resolved by the level 1 service desk.  This happens when the service desk dispatches or escalates a ticket to desktop support that could have been resolved by the service desk, or when a user bypasses the service desk altogether, and goes directly to desktop support for a resolution to their problem.  Although the metric is tracked at desktop support, it has strong implications for both desktop support and the service desk.

Let’s say, for example, that a desktop support group handles an average of 1,000 tickets per month.  Let’s further assume that 200 of these tickets could have been resolved by the service desk.  The value for % Resolved Level 1 Capable would be 20% (200 tickets resolvable at level 1 ÷ 1,000 tickets resolved by desktop support).

Ideally, this metric should be as low as possible because it costs much more to resolve a ticket at the site of a user (desktop support) than it costs to resolve a ticket remotely (by the level 1 service desk).  Indeed, “Get it Done at Level 1!” has become a common rallying cry for many support organizations who recognize that one way to minimize support costs is to resolve as many tickets remotely as possible – at the service desk.

% Resolved Level 1 Capable is typically tracked when a desktop support technician closes out a ticket.  If the judgment of the technician is that the ticket could have been resolved by the service desk, they will check a box on the ticket indicating that the ticket was resolvable at Level 1.  This method requires periodic audits to ensure that desktop support technicians are accurately reporting tickets that could have been resolved by the service desk.  An audit can be performed by reviewing a representative sampling of tickets each month to determine if the tickets designated resolvable at level 1 could, in fact, have been resolved by the service desk.  Likewise, tickets not designated as resolvable at level 1 are sampled to determine if tickets are routinely being missed that should have been designated as resolvable at level 1.

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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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