\
Search Content
find
CATALOG
CONNECTIONSmore
Connect with other members or invite your contacts to the community.
GROUPSmore
Join an existing group to participate in the group discussions or create a new group of your own to create discussions around topics of interest to you and your work.
MY RESOURCESmore
Find info or add new info to your ITmodelbook. You can find white papers, technology reports, business analysis, webinars, presentations and more. You can also share your own authored content and resources you like by adding this info.
Resources you may like
  • Share within ITmb

% Resolved Level 1 Capable is typically tracked when a desktop support technician closes out a ticket. If the judgment of the technician is that the ticket could have been resolved by the service desk, they will check a box on the ticket indicating that the ticket was resolvable at Level 1. This method requires periodic audits to ensure that desktop support technicians are accurately reporting tickets that could have been resolved by the service desk. An audit can be performed by reviewing a representative sampling of tickets each month to determine if the tickets designated resolvable at level 1 could, in fact, have been resolved by the service desk. Likewise, tickets not designated as resolvable at level 1 are sampled to determine if tickets are routinely being missed that should have been designated as resolvable at level 1.

Keywords
Resolved Level 1 Capable, Desktop Support, Service Desk, Desktop Support KPIs, Service Desk KPIs
Offered by
Jeff Rumburg | MetricNet
URL
Files
The resource is available from the link above.
Ask a question
search Paper Image Add papers image
Bookmark to
My ITmodelbook add
Group ITmodelbooks
 
'Sony Creative Software Inc.'
'Sixt Car Rental'
 

Latest reports from top IT companies:

SAP HP Janrain HubSpot PrepLogic Motorola BNP Media Informatica Microsoft Jobvite

© ITmodelbook 2012-2017. sitemapaboutprivacy terms help