Outsourced Desktop Support Benchmark - United Kingdom

[vc_row][vc_column width="1/3"][vc_column_text css_animation="top-to-bottom"]Report Number: DS-UK-OUT Production Time and Delivery: This report will be produced and delivered via email in PDF format within 5 business days. Number of data records in report: Variable Report Production Date: This report is produced on demand using data that is less than 12 months old. Currency Units: £ UK Pounds [/vc_column_text][/vc_column][vc_column width="1/3"][vc_column_text css_animation="top-to-bottom"]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 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 Seat per Month Incidents per Seat per Month Service Requests per Seat per Month Incidents as a % of Total Ticket Volume[/vc_column_text][/vc_column][/vc_row]