Service Desk

KPIs

Description	Source	How to calculate	How to use it
First Call Resolution Rate	Incident Management System	Percentage of incidents resolved at first contact	Measure effectiveness of initial incident resolution
Average Response Time	Service Desk System	Average time taken to respond to service requests	Measure responsiveness of service desk team
Average Resolution Time	Service Desk System	Average time taken to resolve service requests	Measure efficiency of service desk in resolving issues
Customer Satisfaction	Customer Satisfaction Surveys	Customer feedback scores on service desk support	Measure satisfaction levels of customers with service desk support
Incident Escalation Rate	Incident Escalation Reports	Number of incidents escalated per period	Measure effectiveness of incident escalation process
Incident Backlog	Service Desk System	Number of unresolved incidents awaiting resolution	Assess workload and efficiency of service desk team
Average Wait Time	Service Desk System	Average time customers wait before their issues are addressed	Measure customer wait times and identify areas for improvement
Incident Response Rate	Service Desk System	Percentage of incidents responded to within SLA	Measure responsiveness to incidents
Service Desk Utilization	Service Desk System	Percentage of time service desk agents spend on active support	Assess efficiency of service desk resource utilisation
Average Handling Time	Service Desk System	Average time taken to handle each service request	Measure efficiency of service desk agents in handling requests
Service Level Agreement (SLA) Adherence	Service Desk System	Percentage of incidents resolved within SLA	Ensure compliance with service level agreements
Service Desk Cost	Financial Reports	Total cost of operating the service desk	Assess financial implications of service desk operations
Service Desk ROI	Financial Reports	Return on investment from service desk activities	Evaluate effectiveness of service desk investments
Service Desk Resolution Accuracy	Service Desk System	Accuracy of service desk resolution compared to SLA	Measure effectiveness of service desk resolution accuracy
Service Desk Training	Training Records	Number of service desk agents trained in customer support	Measure investment in service desk training
Service Desk Documentation Quality	Documentation Reviews	Quality score of service desk documentation	Ensure completeness and accuracy of service desk documentation
Service Desk Escalation Efficiency	Service Desk System	Percentage reduction in incident resolution time through escalation	Improve efficiency of incident resolution through effective escalation
Service Desk Feedback Uptake	Feedback Collection	Percentage of customers providing feedback on service desk support	Measure level of customer engagement with service desk
Service Desk Incident Trends	Incident Reports	Patterns and trends in types of incidents reported to service desk	Identify recurring incidents and underlying causes
Service Desk Team Morale	Team Surveys	Team morale survey scores within service desk teams	Assess morale and motivation of service desk teams