Performance Metrics

A few years ago, I began tracking performance metrics and statistics regarding the Technology Department and our operations. The purpose for this was to establish a baseline and generate factual information for us to better manage support and training decisions.

Over the last 2 years we have identified the following statistics in our support operations:

• We average 145 Helpdesk requests per month

• The average response Time to a request was:

  • 48 minutes in year 1

  • 16 minutes in year 2

• The average time to close a support request was:

  • 8 hours in year 1

  • 7 hours in year 2

(bear in mind, this statistic include time to order & ship parts and supplies before a request can be closed)

• The average number of workstation/PC upgrades we deploy each month are 6.5, with a maximum of 20 in a given month.

• The average number of projects we close per month is 2.9

We also recently implemented a Performance Review form for users to rate their experiences with our support process and technicians. Responses can be viewed HERE.

Below are a breakdown of the types of support requests we handle per month: