Technician Utilization for Desktop Support | Metric of the Month
One goal of every business is to achieve the highest possible quality at the lowest possible cost. It stands to reason, therefore, that cost and quality should be measured on an ongoing basis. In fact, many would argue that cost and quality are the only two things that really matter in a service and support organization. In past articles MetricNet has discussed the importance of using metrics as a diagnostic tool to improve performance. So we have to ask ourselves, if cost per ticket is one of the foundation metrics for desktop support, how can we affect it? How can we improve it? What are the primary levers we have to manage cost?
Desktop support is a labor-intensive function. Technician salaries and benefits make up more than 60% of all costs for the average desktop support group. And when you consider the salaries and benefits for non-technicians – e.g. supervisors, team leads, QA/QC, trainers, and workforce schedulers – approximately 74% of all desktop support costs are personnel related, as shown in Figure 1 below. Labor productivity is therefore the biggest lever we have to manage and control desktop support costs.
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