Desktop Support Benchmark PRO - 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: 29 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 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 User per Month Incidents per User per Month Service Requests per User per Month Incidents as a % of Total Ticket Volume[/vc_column_text][/vc_column][/vc_row]