It’s important for business leaders to understand how to interpret some specific IT metrics and thereby to evaluate employees whose work falls within the IT focus area. It could be difficult to assess particularly those involving help desk ticket.
Companies need to find ways to drive down the average number of help desk tickets opened each month and a proactive one would look to drive down the help desk issues. The department can thus find time to find ways to integrate applications, run better reporting methods, and leverage different technologies.
Reassignments are caused by service desk or by level 2 after their preliminary troubleshooting if service level inadequacy is noticed. This could be due to inadequacy of technical training and awareness in Service Desk. Re-assignment by level 2 troubleshooting may indicate the lack of knowledge or appropriate skill set in the support staffs. Re-assignments affect service level and it is important to understand the resultant impact on SLAs by conducting an analysis. A process owner should know which category has the most number (and percentage) of reassignments for making system improvements and reduce the impact and chances of such incidents.
Help desks are thus not just tools for the support team to deliver operational support. They also provide strong indicators on how well the IT support environment is performing. However, it is also important to understand and ensure the performance of the support function by looking at specific matrices.