The results of MetricNet’s 2018 United States Insourced Desktop Support Desktop Support Benchmark are in! The data includes 7 categories 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 Service Request for US Insourced Desktop Support is $173.49 Tweet this stat
Desktop Support Quality:
The average Customer Satisfaction for US Insourced Desktop Support is 87.9% Tweet this stat
% Resolved Level 1 Capable was as high as 33.3% in our US Insourced Desktop Support benchmark Tweet this stat
Desktop Support Productivity:
Incident First Visit Resolution Rate was as low as 67.6% in our US Insourced Desktop Support benchmark Tweet this stat
The average Technicians as a % of Total Headcount for US Insourced Desktop Support is 83.1% Tweet this stat
Desktop Support Service Level:
% of Incidents Resolved in 8 Business Hours was as high as 52.3% in our US Insourced Desktop Support benchmark Tweet this stat
Desktop Support Technician:
The average Technician Job Satisfaction for US Insourced Desktop Support is 79.8% Tweet this stat
Desktop Support Ticket Handling:
The average Service Requests Work Time (minutes) for US Insourced Desktop Support is 95.9 Tweet this stat
Desktop Support Workload:
Incidents as a % of Total Ticket Volume was as high as 90.9% in our US Insourced Desktop Support Benchmark Tweet this stat
Purchase the full US Insourced 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.
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An overview of MetricNet's Desktop Support Benchmarking products can be found here.