General discussion
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Topic
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Help Desk/Tech Performance Standards
LockedI 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!
