In-house/Insourced Desktop Support Benchmark – United States


United States Desktop Support Benchmark for In-house/Insourced Desktop Support  (report in PDF format) sample

Add-On – Excel Data File for United States In-house/Insourced Desktop Support Benchmark sample

SKU: DS-US-IN-1022 Categories: , ,


Report Number:

Number of data records in report:

Report Production Date:
October 2022

Currency Units:
US 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 (working hours)
% of Incidents Resolved within 1 Business Day
Mean Time to Fulfill Service Requests (working days)
% of Service Requests Fulfilled within 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

Additional information

ADD Excel Data File - $1,499

No, Yes

ADD MetricNet Presentation of Benchmarking Results - $499

No, Yes

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