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Desktop Support Metric: Tickets per Technician per Month
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Tickets per Technician per Month is a Desktop Support metric. As the name suggests, Tickets per Technician per Month is simply the total number of monthly tickets logged by desktop support divided by the number of technicians working in desktop support.
For purposes of this discussion it is important to remember that desktop support tickets are comprised of both incidents and service requests. An Incident is typically unplanned work that requires the assistance of an on-site technician to resolve. Common examples include a desktop or laptop computer break/fix, a printer or server failure, connectivity problems, or any other issue that cannot be resolved remotely by the Level 1 Service Desk. By contrast, most Service Requests represent planned work. Among the most common Service Requests are Moves/Adds/Changes, hardware refresh/replacement, and device upgrades.
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Desktop Support, Tickets per Technician per Month, Desktop Support KPIs, Desktop Support Metrics
Jeff Rumburg | MetricNet
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