Report Number:
DS-US-IN-0220
Number of data records in report:
38
Report Production Date:
February 2020
Currency Units:
US Dollars $
Product Description
In-house/Insourced Desktop Support – United States
$2,999.00 – $4,997.00
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
- Description
- Additional information
- Reviews (0)
Description
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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