Top 15 Key Performance Indicators (KPIs) for Remote IT Support IT & Help Desk Remote Support Top 15 Key Performance Indicators (KPIs) for Remote IT Support By Robert Pleasant 9 minute read Updated January 17, 2025 Get started with a free trialFree Trial SubscribeNewsletterRSS Feed Share This ...
Help desks typically utilize their robust reporting capabilities to track key performance indicators (KPIs) such as ticket volume, response times, and resolution rates. These reports offer a comprehensive view of help desk activities, enabling managers to monitor trends and assess team productivity. ...
Metrics are the raw data that gauge the different areas of your service desk. On the other hand, KPIs are broader performance indicators that leverage this data to paint the bigger picture and give insights on the current standing of the service desk. They help you understand if your ITSM ob...
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IT Help Desk WhitepapersHelp Desk Best Practices - What Features and Functions You Should Look For in Help Desk Software How to Leverage Metrics & KPIs to Reduce Call Volume Implementing Service Level Agreements - IT Service Desk - The critical element in service delivery ...
Customized reporting lets you access the information you need, exactly when you need it. You can use it to pinpoint and evaluate Key Performance Indicators (KPIs), such as first response times, issue resolution rates, Service Level Agreement (SLA) compliance, and more. ...
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Built-in generative AI helps decrease resolution time and increase team performance and KPIs The omnichannel helpdesk ticketing system funnels all customer requests in one easy-to-manage platform no matter where the customer asked for help—be it through a call center, a social media post, or an...
What is an IT Help Desk? When choosing IT Help Desk software that would fit your business and bring tangible benefits, people start from finding answers to simple and important questions like: What is an IT or technical help desk? What is a ticket in the help desk?
While it's necessary to regularly analyze KPIs, the trick of the game is to measure the right metrics and KPIs for your help desk. This will help you avoid wasting time on irrelevant or insignificant metrics. Here are the most significant metrics and KPIs: Lost business hours The number ...