Desktop Support Benchmark PRO – United States – Outsourced

$2,999.00$4,997.00

SAMPLE United States Desktop Support Benchmark for Outsourced Desktop Support Groups (report in PDF format) sample

SAMPLE Excel Data File for United States Desktop Support Benchmark for Outsourced Desktop Support Groups sample

SKU: DS-US-OUT-0723-PRO Categories: , , ,

Description

Report Number:

DS-US-OUT-0723-PRO

Number of data records in report: 

26

Number of KPIs in report: 

29

Report Production Date:

July 2023

Currency Units: 

US Dollars $

Price Metrics
Price per Ticket
Price per Incident
Price per Service Request

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

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

PDF Report - $2,999

No, Yes

Excel Data File - $2,999

No, Yes

MetricNet Presentation of Benchmarking Results - $499

No, Yes