What is the average resolution rate for technical issues at your service desk?

1 What is the resolution rate?

The resolution rate is a simple way of measuring how well your service desk handles technical issues. It is calculated by dividing the number of issues that are resolved within a defined period by the total number of issues that are received in that period. For example, if your service desk receives 100 issues in a month and resolves 80 of them within that month, your resolution rate is 80%. The higher the resolution rate, the more effective your service desk is at solving problems and satisfying customers.

2 How to calculate the resolution rate?

To calculate the resolution rate, you need to have a clear definition of what counts as a resolved issue and a consistent way of tracking and reporting it. A resolved issue is one that has been fixed, closed, or escalated to another level of support. You can use different tools and methods to track and report your resolution rate, such as ticketing systems, service level agreements, surveys, or dashboards. The key is to use the same criteria and data sources for each period and compare them over time to see the trends and patterns.

3 What is the average resolution rate?

There is no definitive answer to what is the average resolution rate for technical issues at your service desk, as it can vary depending on the type, complexity, and volume of issues, as well as the size, skills, and resources of your service desk team. However, some industry benchmarks suggest that the average resolution rate for first-level support is around 70%, while the average resolution rate for second-level support is around 40%. These numbers can serve as a reference point, but they are not absolute standards. You should set your own resolution rate goals based on your specific context and expectations.

4 What factors affect the resolution rate?

The resolution rate can be heavily influenced by a variety of factors, both internal and external to your service desk. Internally, the quality and availability of your knowledge base, documentation, and troubleshooting guides, the training and experience of your service desk staff, the tools and technology used to manage and resolve issues, the processes and procedures followed to handle and escalate issues, as well as the communication and collaboration between your service desk and other teams or departments all have an effect. Externally, the nature and frequency of the issues reported by customers, their expectations and satisfaction, the impact and urgency of the issues on their operations, as well as the feedback and ratings they give to your service are all factors that come into play.

5 How to improve the resolution rate?

Improving the resolution rate is essential for your service desk, customers, and business. A higher resolution rate can lead to lower costs, higher productivity, and higher customer loyalty. To achieve this, review and update your knowledge base, documentation, and troubleshooting guides regularly. Ongoing training and coaching for your service desk staff is also important. Invest in tools and technology that can automate, streamline, and enhance your issue management and resolution. Additionally, implement best practices and standards for your issue handling and escalation processes. Finally, effective communication and collaboration with your customers and other stakeholders is key to success.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?