Desktop Support Cost:
The average cost per ticket for US In-house Desktop Support is $70.19. Tweet this stat.
The max cost per ticket for US In-House Desktop Support is $303.52. Tweet this stat.
Desktop Support Quality:
The average customer satisfaction rating in US In-house Desktop Support functions was 84.8%. Tweet this stat.
Desktop Support Productivity:
The average tickets per technician per month for US In-house Desktop Support is 106.7. Tweet this stat.
The average incidents per technician per month for US In-house Desktop Support is 75.8. Tweet this stat.
Desktop Support Service Level:
The average Mean Time To Resolve (MTTR) Incidents for US In-house Desktop Support is 8 hours. Tweet this stat.
Desktop Support Technician:
The average Technician Tenure for US In-house Desktop Support is 50.2 months. One World-Class Desktop Support organization more than doubled that number at 108 months! Tweet this stat.
The average New Technician Training Hours for US In-House Desktop Support is 54. Tweet this stat.
Desktop Support Ticket Handling:
The average service request work time for US In-house Desktop Support is 41.7 minutes. Tweet this stat.
Desktop Support Workload:
The average Tickets per Seat per Month for US In-House Desktop Support is 0.58. Tweet this stat.
MetricNet's Desktop Support Benchmarks are built on MetricNet’s worldwide database of Desktop Support process and performance indicators, and are the most comprehensive benchmarks in the industry.
Key Performance Indicators included in the Desktop Support Cost Benchmark for in-house/insourced Desktop Support groups can be found
here.
Key Performance Indicators included in the Desktop Support Price Benchmark for outsourced Desktop Support groups can be found
here.
The results of MetricNet's United States In-House Desktop Support Benchmark are in! The data includes 7 types of metrics and 28 Key Performance Indicators. In this article, we will highlight 10 key statistics that all Desktop Support professionals should be aware of.