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This dashboard focuses on the actions that were taken by a newly established, IT service desk throughout 2021. A seasoned Tech Lead oversaw this group of ten agents who had no prior, service desk, experience.
This service desk struggled through a steep learning curve to meet the expectations outlined in its contractual service level agreements. However, by August, they were finally successful. Moving forward, they experienced an increase in call volume and subsequently hired four more agents. Per the client, for exceeding expectations, two agents were reallocated and entrusted with their desktop support division with room to hire one additional agent. Despite the team's change in size, the service desk continued to meet service level agreements and uphold industry standards until the end of the year.
Over the course of the year, the following service level metrics were improved:
Average Speed to Answer by 54 seconds
Abandon Rate by 13%
Average Talk Time by 6 minutes
Average Handle Time by 9 minutes
First Call Resolution by 14%
Customer Satisfaction by 7%
Over the course of the year, the number of tickets and calls respectively grew by 43% and 47%
To accommodate this growth, 4 agents were hired in September
2 agents were then reallocated from the service desk to desktop support
1 additional experienced agent was then hired for desktop support.
12 service desk agents remained and continued to manage this growth.
The queue for desktop support fell by 18% from September to December
Throughout these months, desktop support was able to steadily increase the number of tickets closed, which contributed to this overall decrease
Several more closed tickets resulted in a decrease in new, pending, and work-in-progress tickets for the queue
Between September and December, the average ticket duration for desktop support tickets decreased by 24 hours
This decrease resulted from desktop support simplifying their knowledge base articles and enhancing their ticket closure process