The help desk is at the front line of IT services and is among the most process-intensive elements of any IT operation. Help desk staff's role is to identify, prioritize, and provide solutions to incoming requests to ensure that end users are receiving appropriate assistance on time. The unique nature of this role requires performance metrics that are highly focused around issue and incident management tasks.
Benefits of IT Staff's Work Progress Metrics
IT staff's work progress metrics are simply metrics that aim to quantify staff's day-to-day technical and management skills in the workplace. These metrics provide:
An objective basis for measuring staff's regular work progress.
Transparency in performance review.
A basis for studying staff's work progress trends over the years.
A basis to pinpoint staff's areas of weakness.
A basis to benchmark IT staff performance against best practices and peers.