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Help Desk/Tech Performance Standards

By jspencer ·
I manage a group of 9 Help Desk Analysts/Deskside Support Analysts. My team rotates monthly between phone coverage and field work. We provide first/second level support to the 1500+ technology users in our manufacturing company. I have established aperformance evaluation system in which an analyst knows exactly how they are performing daily through their YTD performance report. The standards for an HDA to meet their job requirements are as follows:

Avg Closed Daily on the Help Desk - 11-12calls
Avg Answered Daily - 19-21 calls
Avg Closed Daily on Deskside Support - 4.25-5.25 calls
Customer Satisfaction - 90%-95%
ASA - 31 to 37 seconds
FCR - 80%-81%
Warranty% - 1.0%-1.5%

My leaders are concerned that my standards are set too low. In January we were experiencing normal call volume, and most of the team was just barely meeting standards. In February and March, we have experienced a 68% increase in call volume without adding additional resources. My current resources stepped up and have exceeded job requirements in most categories, because they have taken on the additional workload themselves and have performed tremendously. Unfortunately, my leaders look at their high performance scores as a poor evaluation tool because not everyone should be exceeding requirements.

I would like to know if anyone has a similar environment with standards that they would be willing to share. I would like to compare my numbers to other companies to see if I am indeed being too easy or if my standards are challenging and comparable to other help desks/deskside support departments.


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Grade on a Curve

by croge In reply to Help Desk/Tech Performanc ...

I would ask on what data did you rely to come up with the current standards? Are they an average? If yes, then you are setting an expectation that average performance is the goal? I would suggest you set a tiered grading system, for example 1, 2 or 3. 1 is the best, and not everyone can be a 1. 2 is average, most will fall into this category. 3 is below expectations and requires counseling (positive) and cannot qualify for high raises, promotions etc. Take your average call performance for a fiscal year and set that as one of the performance factors for "2". Of course this would be only one of the factors. You can include attendance, attitude etc. as well in deciding who is graded where. Take support statistics somewhere above your average and assign them as one of the factors for a 1 and somewhere below your average and assign them as one of the factors for a 3.

The message you will send to leadership is you are encouraging above average performance and discouraging average to below average performance. The great part is you will be sending roughly the same message to your reports.

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Numbers not always best

by jeffb In reply to Help Desk/Tech Performanc ...

We are growing and our Help Desk Managers have spent the last week crunching the numbers much like what you have done. Looking at the numbers I would be the first to be fired because I have the longest call times and the fewest calls and the fewest calls taken at once.

My arguement to management was that I am taking complex calls that the other techs can't handle and I am taking simple calls and finding "clusters" (berage of problems underlying a simple error msg, etc.).

Example: I tooka call where a user had an illegal operation in word. I fixed it by reloading SR2b and I left the ticket open to make sure the problem stayed gone. 1 hour later she got an illegal op in iexplorer. I ran a IE repair to resolve this and noticed that she had a hung JRE session so I called the vendor of the custom app to find out why. The list goes on, but my point is that now that customer has gone for 2 whole days without a problem, I am her hero!!!, AND when I looked back in our call tracking software I found 20+ calls where she was told to reboot and keep going.

The difference in a good tech and a great tech is that a great tech cares and roots out the source of the problems.

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