In-house/Insourced Desktop Support Benchmark – Australia

Report Number:
DS-AU-IN

Production Time and Delivery:
This report will be produced and delivered via email in PDF format within 5 business days.

Number of data records in report:
Variable

Report Production Date:
This report is produced on demand using data that is less than 12 months old.

Currency Units:
Australian Dollars $

Cost Metrics
Cost per Ticket
Cost per Incident
Cost per Service Request

Quality Metrics
Customer Satisfaction
Incident First Visit Resolution Rate
% Resolved Level 1 Capable

Productivity Metrics
Technician Utilization
Tickets per Technician per Month
Incidents per Technician per Month
Service Requests per Technician per Month
Ratio of Technicians to total Headcount

Service Level Metrics
Mean Time to Resolve Incidents (business hours)
% of Incidents Resolved in 1 Business Day
Mean Time to Fulfill Service Requests (business days)
% of Service Requests Fulfilled in 3 Business Days

Technician Metrics
Technician Job Satisfaction
New Technician Training Hours
Annual Technician Training Hours
Annual Technician Turnover
Daily Technician Absenteeism
Technician Tenure

Ticket Handling Metrics
Average Incident Work Time (minutes)
Average Service Request Work Time (minutes)
Average Travel Time per Ticket (minutes)

Workload Metrics
Tickets per Seat per Month
Incidents per Seat per Month
Service Requests per Seat per Month
Incidents as a % of Total Ticket Volume