Set your goals and identify corresponding metrics
to monitor performance. Metrics you can track:
• Number of Tickets Completed • Time Spent • Time to Cost
• User Satisfaction • First-level Resolution Rate
• Cost per Ticket • SLA Compliance Rate • Lost Business
PRO TIP: Tracking too few metrics means less insight, but tracking too many metrics is cumbersome. Choose your top three and focus on those.
Motivating your team will help your helpdesk exceed its objectives. 88% of employees say it’s important for employers to reward employees for great work, but only 41% of employee say employers effectively reward great work (1). Three easy steps to incentivizing your team:
• Set Benchmarks • Set Goals
• Reward Top Performers
Better tools = a happier, more productive helpdesk team. Businesses that use remote support and knowledge management tools have higher average first-contact and first-level resolution rates than those that don’t (2). Invest in a helpdesk solution that offers:
• A Knowledge-Base • Time Tracking
• Project Management
Employee dissatisfaction leads to turnover and absenteeism — which negatively impacts helpdesk outcomes.
51% of Service Desk Employees who Leave are Going to Other Companies (3)
1 in 4 IT Pros Plan to Seek New Employment in 2019 (4)
Traits of a positive team culture:
• Supportive Leader • Healthy Work-Life Balance
• Employee Recognition
Effective communication is critical to a successful IT helpdesk, so be sure to hire people with the right technical skills and soft skills. 59% of employers say their organization lacks employees who have soft digital skills (5).
Most in-demand soft skills:
• Customer-centricity • Passion for Learning
• Collaboration
Sources:
1- PRWeb
2- Thinkhdi
3- SDI Service Desk Benchmarking Report 2017
4- Spiceworks 2019 State of IT Careers
5- Capgemini