All ResourcesService Desk Single Point of Contact (SPOC) | Service Desk KPIThe term SPOC refers to a Single Point of Contact support organization. This means that all IT issues, service requests, problems and incidents are first directed to the level 1…Angela IrizarryMay 10, 2012
All ResourcesMemberMetric of the MonthService Desk Agent Utilization | Metric of the MonthOne goal of every business is to achieve the highest possible quality at the lowest possible cost. It stands to reason, therefore, that cost and quality should be measured on…Angela IrizarryMarch 23, 2012
All ResourcesMemberMetric of the MonthService Desk First Level Resolution Rate | Metric of the MonthFirst Level Resolution (FLR) is a measure of a service desk’s ability to resolve tickets at Level 1, without having to escalate the ticket to Level 2 (Desktop Support), Level…Angela IrizarryFebruary 23, 2012
All ResourcesMemberService DeskWhitepapers Maximizing First Level Resolution | The Key to Minimizing End User TCODownload This Article Forward To A Friend How Does YOUR Service Desk Stack Up? Maximizing First Level Resolution: The Key to Minimizing End User TCO Introduction First Level Resolution…Angela IrizarryJanuary 17, 2012
All ResourcesMemberMetric of the MonthService Desk Agent Job Satisfaction | Metric of the MonthCustomer Satisfaction is top-of-mind for virtually every service organization. And for good reason: it is the single most important measure of quality for a service desk or desktop support group.…Angela IrizarryDecember 9, 2011