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Help Desk/Tech Performance Standards

By jspencer ·
I manage a group of 9 Help Desk Analysts (HDAs)/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 a performance 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 - 11-12 calls
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 resourcesstepped 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 beingtoo easy or if my standards are challenging and comparable to other help desks/deskside support departments.

Thanks!

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Welcome to the world of disbelief!

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

I share your pain. It is extremely difficult to "prove" or "validate" what your groups performance is to the levels of management. Often, the end user support function is the most visable to the customer but least emphasized by the management. The challenge is to create metrics that are black and white and leave little room for those "Adjustments". For example. what is your customer customer satisfaction survey criteria? How is your customer base surveyed? You can have a customer satisfaction rating of 97% with only 3 survey's returned. If you were in the group above you, what would you be looking for? How subjective is the data you are providing? Just a thought.

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by ggwbm In reply to Welcome to the world of d ...

This is my arena. If there is anything i can share to help pl, please don't hesitate to email me!

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