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Key Performance Indicators (KPIs) provide an effective and measurable gauge on the success or failure of your help desk: which operations meet their goals and which ones fall short.

Consistently tracking and reviewing the KPIs for your service desk can help bring a higher level of service as your staff is kept more accountable. Here are five important KPIs to manage for your service desk.

Amount of Unsolved Incidents

Obviously, an inability to resolve an issue isn’t what any company wants from their help desk staff; however, unresolved issues can point to problems within your team like ineffective IT members, software, or unhappy users.

As the department in your company responsible for supporting the effectiveness of the rest of the organization, regular measurement (monthly and/or weekly) can help solve and prevent unresolved incidents.

Resolution Rate On First Calls

As a society that flourishes in the “right now,” making sure that the majority of user incidents are resolved on the first call is an important measurable. The user wants the fix right now, and more than likely, so does the agent.

Call Time v. Hold Time

Like the resolution rate on first calls, call time versus hold time plays on the idea that customers want their problem fixed quickly and effectively. Even if you resolve the caller’s issue on the first call, that doesn’t mean much if it took you an inordinate amount of time to do so.

Lengthy periods of time spent on hold is even worse. No user wants to call and listen to “relaxing” hold time music while your help desk staff is scrambling to find the answer to their problem.

Contacts Received and Completed

Tracking the average number of contacts handled per service desk employee is important when determining the efficiency of your staff. In addition, tracking the number of incidents by severity and problem type/category is also vital when addressing the overall effectiveness of each team member. Even tracking the frequency in which ticket volume increases (i.e. certain days of the week or times of the day) can expose problem areas and prevent similar situations in the future.

Keep them satisfied. Keep them effective.

Much like any other profession, if you’re satisfied with your job, then you’re effective at your job. Monitoring the satisfaction of your service desk can be done in several ways such as turnover rate, agent satisfaction vs. customer satisfaction, and the average amount of calls per agent. Making sure your staff is well equipped and not over-worked is key to not only maintaining a healthy service desk, but a healthy company as well. Finding an efficient way to keep track of the data for your KPIs can be tough without the proper tools. Check out IssueTrak’s Demo to find out how their software can make your data tracking easier.