An IT service desk (or help desk) provides end-user support and tech troubleshooting to your internal team. Implementing a help desk infrastructure in your organization can streamline your tech issue resolution process, improve your network management and keep your company devices running smoothly.
But, like any other internal function of your business, your team should track a variety of key performance indicators (KPIs) to determine the success, effectiveness and efficiency of your IT service desk.
Let’s extend this discussion a bit further.
Tracking and improving the following service desk KPIs will help you pinpoint vulnerabilities and optimize your help desk procedures:
The average issue handle time describes how long—on average—it takes your help desk team to resolve IT issues once an end-user reports them. Decreasing the time it takes for your service desk team to resolve issues can:
One of the most critical help desk KPIs, tracking average issue handle time can help you identify consistent issues across your service desk system. If your current handle times are on the higher end, consider the following solutions:
Your return on investment (ROI) measures how much bang you get for your buck. Calculate your ROI by dividing the profits or benefits your help desk provides by the cost of maintaining it.
While you should strive for a positive ROI, an ROI that’s constantly improving is also an important long-term goal. But, improving your ROI is a nuanced proposition that could involve any of the following systemic modifications:
Support employees per end-users is a help desk KPI that can significantly impact your system ROI. Finding the sweet spot of support employees per end-user can help you optimize your IT human resources investment, improve company-wide compliance with tech SOPs and ensure that all staff are taking advantage of help desk infrastructure.
Depending on the current performance of your help desk, you should focus on one of two improvements:
System or functionality failures are part and parcel of any network. While you may not be able to predict IT issues, you can take steps to prevent them.
To increase the average time between failures, consider the following system-wide improvements:
Increasing your mean time between failures will free up time for your help desk staff to solve everyday issues and complete routine tasks.
When you experience a system or function failure, the most important in-the-moment objective is to fix the problem as quickly as possible. Decreasing the average time it takes to resolve major, unpredicted issues will have the following results.
When you decrease your system or function downtime, you can get employees back to work faster.
If your IT team spends time fixing a repeated failure, you can decrease their repair time investment by modifying your system to prevent the same issues.
If some help desk employees take more time to resolve major failures than others, it may be a sign that improved training or performance reviews are in order.
The recovery point objective (RPO) describes how much data—expressed in time—your business can afford to lose when a system or function fails.
For instance, if your system is down for one hour, your business may have to:
To optimize your help desk function, determine a threshold RPO that your business can live with before losing significant profits or incurring hefty costs or penalties.
Your recovery time objective (RTO) is the length of time your company can wait while your IT department resolves system or function failures.
But, instead of focusing on your ideal timeframe for issue resolution, determine and set an RTO that can help you optimize your recovery process. An accurate RTO will:
Improving your help desk KPIs will skyrocket your IT department’s effectiveness and efficiency, both of which can reduce costs and help keep your systems running smoothly.
In a world where tech functionality and solutions are constantly changing, building an effective IT team isn’t always simple.
Helixstorm can help. By serving as an extension of your in-house team or assuming complete responsibility for your company’s IT needs, our experts can alleviate your everyday IT burdens to keep your system in tip-top shape.
Let’s work together to transform your help desk.