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. Like any good business decision, benchmarking should be undertaken with the expectation that it will produce a positive ROI. To help justify your benchmarking investment, please read our whitepaper, The ROI of Benchmarking – The Business Case for Benchmarking IT Service and Support. An overview of MetricNet’s Desktop Support Benchmarking products can be found here.
