Service (Help) Desk

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Service Desk - Definition

A Service Desk, also sometimes known as a Help Desk, is an organisation or function whose primarily role is to satisfy users, mostly by responding to requests for help solve problems.

ITIL provides detailed definitions and discussions of the role of a Service Desk.

There are, broadly, two varieties.

First Line Service Desks take calls directly from end users. They usually have faster call resolution rates, higher first level call resolution rates, and higher contacts per FTE per day, simply because they receive a higher proportion of easy requests. They often take great care to ensure that calls are logged and classified correctly in the main trouble-ticketing system, but in some cases do little else than to dispatch or route an incoming request to another group.

Second (or Third) Line Service Desks take calls which have been first screened by a First Line Service Desk. They usually have longer contact resolution rates, lower first call resolution rates, and lower contacts per FTE per day, because many of the easy calls have been filtered out by a First Line group. These easy calls were memorably described by Dogbert as "shut up and re-boot" calls.

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Service Desk - Major Volumes

Service Desk - Minor Volumes

  • Number of Service Desks
  • Number of languages spoken by Service Desk (during main shift)
  • Number of languages spoken by Service Desk (outside main shift)
  • Service Desk incidents per month

Service Desk - Costs

Service Desk - Cost Distribution

  • Service Desk hardware cost (per month and percentage)
  • Service Desk software cost (per month and percentage)
  • Service Desk personnel cost (per month and percentage)
  • Service Desk outsourced cost (per month and percentage)
  • Service Desk other costs (per month and percentage)

Service Desk - Hardware Costs

  • Service Desk hardware cost per contact
    • Service Desk PC hardware cost per contact (and percentage)
    • Service Desk server hardware cost per contact (and percentage)
    • Service Desk ACD hardware cost per contact (and percentage)

Service Desk - Software Costs

  • Service Desk software cost per contact
    • Service Desk ticket software cost per contact (and percentage)
    • Service Desk other software cost per contact (and percentage)

Service Desk - Personnel Costs

  • Service Desk personnel cost per contact
  • Service Desk cost per FTE per hour/day/month/year
  • Percentage of contractors in Service Desk

Service Desk - Staffing & Productivity

  • FTEs for Service Desk
    • Breakdown of FTEs for Service Desk
    • Level 1 Call Reception
    • Level 2
    • Knowledge Management
    • Line Management
  • Contacts per FTE per hour/day/week/month
  • Tickets resolved per FTE per hour/day/week/month

Service Desk - Outsourced Costs

  • Outsourced Cost of Service Desk per contact per month

Service Desk - Outsourced Prices

  • Service Desk Price
    • per month (flat)
    • per Service Desk user
    • per Service Desk ticket
    • per Service Desk contact
    • per minute of Service Desk calls//

Service Desk - Service Level Agreements

Service Desk - Availability SLAs

  • Service Desk Availability (on-shift, hours per week)
    • Service Desk Availability (on-shift, days per week)
    • Service Desk Availability (on-shift, hours per day)

Combined eg 12*5
Service Desk Availability (off-shift)

Service Desk - Responsiveness SLAs

  • Call Abandment Rate (percentage) peak? average?
  • Average Speed Of Answer
  • Service Desk Answer Time
    • Service Desk Answer Time (Target, seconds)
    • Service Desk Calls Answered Within Target (Percentage)
  • Service Desk First Call Resolution Rate
    • Service Desk First Call Resolution Rate (Target Percentage)
    • Service Desk First Call Resolution Rate (Actual Percentage)
  • Service Desk First Call Resolution Rate
    • Service Desk First Level Resolution Rate (Target Percentage)
    • Service Desk First Level Resolution Rate (Actual Percentage)

Service Desk - Process Quality

All the metrics under SLAs above can be used as process quality metrics if there is no formal target set or penalty charged if the target is missed.

Service Desk - User/Customer Satisfaction

  • Percentage Of Satisfied Service Desk Users
  • Average Satisfaction Of Service Desk Users

Service Desk - Other Metrics

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