Tier 1 Resolution
This is the number of support tickets the Service Desk resolves without having to escalate the request or issue. This is in the form of a percentage of the number of tickets resolved by the Service Desk compared to the total number of tickets that are possible to be resolved by the Service Desk.
Why it’s important: By developing a more knowledgeable Service Desk we can reduce the time to resolve an issue or request.
Average Speed to Answer
Description: This data point is in relation to the percent of calls answered within 30 seconds. These complementary data points allow a deeper dive into the large picture (percent of calls answered within 30 seconds) and the average wait time per person to speak with a Technology Services Staff member ( average speed to answer).
Why it’s important: The quicker we can answer each call, the reduced chance a caller hangs up or abandons the call. Phone calls generally imply a need for an instant response, so by answering each call in under 30 seconds, we can potentially capture more urgent needs.
Target: 30 seconds