The wisdom — and for some, the warning — that “you cannot manage what you cannot measure” has broad application across the business landscape. However, one area where this tenet is especially applicable is IT help desks. Indeed, failing to establish, capture, track, and optimize relevant metrics is problematic at best and risky at all times.
While each organization needs to develop its own customized strategy, generally speaking, there are four critical key performance indicators (KPIs) that most IT help desks should leverage according to IT
executive Stacy Gianoulis: first call resolution rate, mean time to resolve, customer satisfaction, and cost per ticket.
First Contact Resolution Rate
First contact resolution (FCR) rate captures the percentage of IT help desk tickets that are resolved on the first call or contact (this KPI is also referred to as “percent resolved level 1 capable”).
Commented Stacy Gianoulis, who currently serves as Vice President for Client Services and Support at Boston University: In today’s fast-paced world, FCR is key for improving client satisfaction, because we live in an instant gratification society. It is an extremely well-known metric for service desks and help desks.