Technology is deeply integrated into the operational chain of many businesses. Considering the need to continuously keep IT infrastructure running smoothly, companies invest in the creation of Service Desks, sectors characterized by preventive work focused on business needs. In this sense, the Service Desk acts in accordance with each user’s problems, creating troubleshooting processes and routines that can optimize the IT environment.
Given its importance, it is essential that the IT manager knows how to measure the performance of all professionals working in the area through Service Desk metrics. Operational models must be evaluated continuously, as well as management policies. This way, improvements can be implemented, leading the sector to work with more quality and precision.
Want to know how this is possible? Then, read our article.
Is evaluating a Service Desk’s performance really important?
The Service Desk is a fundamental service for companies with a complex IT infrastructure, regardless of the number of users. Its activities are focused on each person accessing the enterprise’s IT resources, assisting in solving complex problems and creating more effective routines.
In this sense, the sector’s routines must be monitored continuously. By identifying failures, operational bottlenecks, and low-performance points, IT managers can plan more effective changes that make the sector’s operations more agile. Thus, the Service Desk will have objectives more integrated with the business, continuously reducing the number of problems the company faces due to the malfunction of its digital solutions.
What metrics should I use to track my Service Desk’s work?
The use of indicators (also called KPIs) allows the continuous evaluation of professionals and services. In this sense, a company can implement metrics to maintain more effective tracking of the evolution of Service Desk activities, find operational bottlenecks, and evaluate ways to make each professional’s work more productive. Among the metrics that can be adopted, we highlight:
Average time between ticket opening and closing
Evaluating the average time between opening and closing each ticket is the first step for the company to identify the overall performance of the sector. This is a traditional and relatively simple indicator to measure (simply calculate the average execution time of all tickets over a period of time).
Once an average time is defined for the entire operation, the IT manager can create metrics that encourage professionals to be more productive and complete their tasks faster. However, team leaders must be aware of situations where technicians end up handling a large number of high-complexity tickets, which tend to require more time to be resolved. Thus, employees working with more severe problems will not be unduly penalized.
Overall volume of tickets
By continuously calculating the overall number of tickets sent to the Service Desk, IT managers can identify seasonal variations in request numbers and better understand the operation of each sector. This metric, for example, provides a greater understanding of support capacity and how it should be planned in the medium and long term. Thus, new investments can be planned to serve a larger number of people with greater ease and agility.
First response time
This metric is used to identify the average time spent by each professional to attend to a ticket when it is assigned to someone. Improving this KPI has a direct impact on the quality of service provided and user satisfaction rates.
Whenever it is high, the manager must look for signs of operational bottlenecks or performance issues. Thus, measures must be taken so that the Service Desk can provide more effective and active support to each professional.
User satisfaction
For the Service Desk to generate value for the company’s services, it is essential that it has high quality indexes. The sector’s efficiency will continuously impact this KPI, which can be measured through surveys and individual evaluations after service.
First-contact resolution
The indicator of tickets solved on the first contact is an important way to evaluate how support technicians are managing to help users solve their problems and whether they are working towards the maximum satisfaction of each person requesting some type of support.
In addition, the capability for rapid problem-solving can be seen as a strategic factor, since it is directly linked to maintaining low operational costs. It is also worth noting that by solving a problem quickly, the Service Desk technician increases the quality of their work and the sector’s satisfaction rates.
Bonus: Complete guide to implementing a Service Desk in your company
How to make sectors and teams more effective?
Continuous service improvement must be a constant concern of companies offering Service Desk services. In this sense, managers must use techniques that allow the evaluation of professionals, identification of operational bottlenecks, and monitoring the evolution of measures seeking to optimize the sector.
Well used, metrics can have a major impact on the Service Desk. IT managers will have a more precise view of the operation of all sector activities and, thus, the creation of more effective and innovative processes will be done with greater precision. Consequently, Service Desk services will assist in the continuous improvement of the enterprise’s IT infrastructure.
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