What are the key service desk metrics and benchmarks you track and why?

2 Resolution time

Resolution time (RT) is the time it takes for your service desk agents to resolve a customer request or incident. It is a measure of your service desk's effectiveness and quality, and it affects customer satisfaction and loyalty. A low RT indicates that your service desk is able to solve customer issues quickly and accurately, and that your agents have the necessary skills, knowledge, and tools to do so. A high RT, on the other hand, may indicate that your service desk is facing complex or recurring issues, that your agents lack the required expertise or resources, or that your processes are inefficient or inconsistent. You should track your RT against your SLAs and industry benchmarks, and aim to improve it by enhancing your agent training, knowledge base, and problem management.

4 Agent productivity

Agent productivity (AP) is the amount of work your service desk agents complete in a given time period. It is a measure of your service desk's efficiency and utilization, and it affects your service desk's capacity and cost. A high AP indicates that your service desk agents are able to handle a high volume of requests or incidents, and that they are using their time and resources optimally. A low AP, on the other hand, may indicate that your service desk agents are overwhelmed, idle, or distracted, and that they are wasting time or resources. You should track your AP by measuring metrics such as number of requests or incidents handled, average handle time, first contact resolution, and utilization rate, and aim to optimize it by balancing workload, streamlining processes, and providing incentives.

5 Agent satisfaction

Agent satisfaction (ASAT) is the degree to which your service desk agents are satisfied with their work environment, culture, and conditions. It is a measure of your service desk's morale and engagement, and it affects your service desk's performance, quality, and retention. A high ASAT indicates that your service desk agents are happy, motivated, and committed to their work, and that they have the necessary support, recognition, and development opportunities. A low ASAT, on the other hand, may indicate that your service desk agents are unhappy, demotivated, and disengaged from their work, and that they face challenges such as stress, burnout, or turnover. You should track your ASAT by collecting feedback from your agents through surveys, interviews, or observations, and aim to enhance it by improving work culture, providing rewards, and fostering growth.

6 Service desk maturity

Service desk maturity (SDM) is the level of development and sophistication of your service desk operations, processes, and practices. It is a measure of your service desk's capability and alignment, and it affects your service desk's competitiveness and innovation. A high SDM indicates that your service desk is mature, standardized, and optimized, and that it aligns with your business strategy and customer needs. A low SDM, on the other hand, may indicate that your service desk is immature, ad hoc, and reactive, and that it lacks a clear vision and direction. You should track your SDM by assessing metrics such as process maturity, performance maturity, people maturity, and technology maturity, and aim to advance it by adopting best practices, frameworks, and tools.