Beyond Beginner Help Desk Performance Metrics

Author(s): Kristina Blazevski

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Developing help desk performance metrics can be a struggle. Companies with established help desks must ensure performance measurements can be supported by existing IT resources.

This note discusses:

  • Basic and advanced help desk metrics.
  • How metrics are used to determine performance levels.
  • Common interpretation problems.

Understand key help desk metrics to develop a measurement system that ensures improved service delivery.

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