Helpdesk Metric system

Helpdesk metrics can get very complex - most of the newer help desk systems will do things like measure the amount of time a support person spends on a call to resolve it, number of calls they take and all sorts of other things. (If I say caller here that could mean the person with the problem who phones, walks in, or emails.) If you are doing this manually, keep the way you collect the data and log the calls very simple and make the metrics you use reflect what your aims are.

If it is to get the problem patched (but not always solved) as quickly as possible you could measure the minutes/hours/days till the call is closed.
If you concern is making sure problems are really fixed, perhaps you want to use feedback from the caller - get them to rate the success.
Or maybe it is a case of when you solve the problem compared with when the caller needs the solution (?I need this fixed for next Thursday to do month end accounting? or ?The customer has just come on a surprise visit and brought their prototype printer we need a spare printer cable up in the conference room for demo at 14:00?)

Normally you will want to distinguish between severity and/or priority (one is about importance or impact, the other about dates and urgency). You may want to pull out products lines or software types or departments (one department may have priority call on your service).

Set yourself some ambitious but attainable targets (e.g. 70% satisfaction on all calls with 90% on highest severity, or 85% calls closed in 3 days with 95% highest severity closed in two days, or 100% completed by the priority deadline agreed with the caller.) Reward your people for meeting these targets. Celebrate when you almost meet them (they were ambitious remember.)

(Part 1)

Beware of individual rewards because that can encourage unhealthy competition and obstruction. Two heads solving a problem can sometimes be better than one ? you don?t want to discourage learning from each other. If you must use the stats to monitor individual performance, make allowances for other duties. Be careful not to compare individuals against each other for the same reason.

Also use the data for other intelligence. Is there a product that has lots of minor calls ? is there a problem underlying that? Could there be a training need behind the cluster of calls you get from one team?

(Part 2)

I don't know if you're asking for a Helpdesk Metric template or how to develop helpdesk metric system. I would be discussing the latter since this would be defining the answer to your query on a general term. First is, you have to know what it is that you're measuring, being the helpdesk administrator you are the best person to establish this. I would suggest that you come out with a list of all those task you are involved in, detail the action items of these task and relate the performance of these action items in terms of time, number of units and percentages. From this list, you may be able to determine the current performance of your team and eventually set the targeted performance measurement.
I've always used this general technique in establishing metrics in any process or system. You'll easily find out its usefulness once you get to practice it every now and then. By the way, I also use this in measuring individual levels of accomplishment especially for those staff who have the same function. (this would help you differ their performance levels)