Develop Service Desk/Help Desk KPIs

Develop Service Desk/Help Desk KPIs

In this course You learn how to align Service desk (Help desk) goals and activities to business goals; develop multi-level metrics (KPI) for Service desk as a team, and individual KPI for team members.

In the second part of the course you learn how to calculate financial bonus for Service desk staff according metrics achieved, and motivate help desk operators and engineers.

I give you an example of balanced KPIs of Help Desk and their decomposition to individual metrics.

You learn how to develop a balanced KPI system for a Service desk team and its individual members!

How create motivating key performance indicators (metrics, performance criteria) for the Service Desk staff

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What you will learn

• Align business and service desk requirements
• Develop Service desk team KPIs based on business demands
• Develop Service Desk staff individual KPIs

Rating: 3.75

Level: Intermediate Level

Duration: 42 mins

Instructor: Danil Dintsis