Service Desk KPIs: The Metrics That Drive IT Support Excellence
What you measure determines what you improve. The right service desk KPIs drive behaviour that improves user satisfaction, efficiency, and cost-effectiveness.
Essential KPIs
- First Contact Resolution (FCR): % of issues resolved on first contact. Target: 70-75%
- Mean Time to Resolve (MTTR): Average resolution time by priority level
- Customer Satisfaction (CSAT): Post-interaction survey scores. Target: 4.0+/5.0
- Ticket Volume Trends: Identify recurring issues for root cause analysis
- Cost per Ticket: Efficiency metric tracking operational costs
Avoiding KPI Pitfalls
Don't optimise for metrics that undermine quality. A focus on speed without quality leads to rushed resolutions and repeat contacts. Balance efficiency metrics with satisfaction metrics.
Using Data for Improvement
Review KPIs weekly with the team. Identify patterns in ticket data. Invest in training for frequently occurring issues. Automate resolution of common, simple requests.
Improve your service desk. Contact info@petatec.uk.
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