Desktop Support Benchmark PLUS - United States - Insourced

[vc_row][vc_column width="1/3"][vc_column_text css_animation="top-to-bottom"]Number of data records in report: 34 Number of KPIs in report: 17 Report Production Date: Recently Updated Currency Units: US Dollars $[/vc_column_text][/vc_column][vc_column width="1/3"][vc_column_text css_animation="top-to-bottom"]Cost Metrics Cost per Ticket Cost per Incident Cost per Service Request Quality Metrics Customer Satisfaction Incident First Contact 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[/vc_column_text][/vc_column][vc_column width="1/3"][vc_column_text css_animation="top-to-bottom"]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 [/vc_column_text][/vc_column][/vc_row]