New Key Performance Indicators (KPI’s) were introduced to the Support Desk back in August 2012.
The new KPI’s are as follows:
- Average Response time to a new ticket must be responded to within 25 minutes.
- Average fix time to new tickets must be resolved within 10 working hours.
- Satisfaction ratings on closed tickets must achieve a 90% satisfaction rating from clients.
January 2013 actuals are as follows:
- Average response time is 13 minutes
- Average fix time is 9 hours
- Satisfaction rating is 98%
Another very successful month for the iSAMS Support Desk.