The results of MetricNet’s 2014 United States In-House Desktop Support Benchmark are in! The data includes 7 types of metrics and 28 Key Performance Indicators. In this article, we will highlight 10 key statistics that all Desktop Support professionals should be aware of. Desktop Support Cost: The average cost per ticket for US In-house Desktop Support is $66.60. Tweet this stat. The max cost per ticket for US In-House Desktop Support is $176.61. Tweet this stat. Desktop Support Quality: The average customer satisfaction rating in US In-house Desktop Support functions was 84.6%. Tweet this stat. Desktop Support Productivity: The average tickets per technician per month for US In-house Desktop Support is 113. Tweet this stat. The average incidents per technician per month for US In-house Desktop Support is 81.8. Tweet this stat. Desktop Support Service Level: The average Mean Time To Resolve (MTTR) Incidents for US In-house Desktop Support is 7.3 business hours. Tweet this stat. Desktop Support Technician: The average Technician Tenure for US In-house Desktop Support is 47.8 months. One World-Class Desktop Support organization more than doubled that number at 110 months! Tweet this stat. The average New Technician Training Hours for US In-House Desktop Support is 64. Tweet this stat. Desktop Support Ticket Handling: The average service request work time for US In-house Desktop Support is 39.9 minutes. Tweet this stat. Desktop Support Workload: The average Tickets per Seat per Month for US In-House Desktop Support is 0.57. Tweet this stat. Purchase the full US In-House Desktop Support Benchmark MetricNet’s Desktop Support Benchmarks are built on MetricNet’s worldwide database of Desktop Support process and performance indicators, and are the most comprehensive benchmarks in the industry. Key Performance Indicators included in the Desktop Support Cost Benchmark for in-house/insourced Desktop Support groups can be found here. Key Performance Indicators included in the Desktop Support Price Benchmark for outsourced Desktop Support groups can be found here.
