Desktop Support Benchmark PLUS – United States – Insourced

Report Number:
DS-US-IN-0723-PLUS

Number of data records in report:
34

Number of KPIs in report:
17

Report Production Date:
June 2023

Currency Units:
US Dollars $

Cost Metrics
Cost per Ticket
Cost per Incident
Cost per Service Request

Quality Metrics
Customer Satisfaction
Incident First Contact Resolution Rate
% Resolved Level 1 Capable
Ticket Quality

Productivity Metrics
Technician Utilization
Tickets per Technician per Month
Incidents per Technician per Month
Service Requests per Technician per Month
Ratio of Technicians to total Headcount

Service Level Metrics
Mean Time to Resolve Incidents (working hours)
% of Incidents Resolved within 1 Business Day
Mean Time to Fulfill Service Requests (working days)
% of Service Requests Fulfilled within 3 Business Days

Technician Metrics
Technician Job Satisfaction