Desktop Support / Service Desk KPI Template

Sample Desktop Support KPI Template (Goals)

The below Objectives where put together as a baseline for you to build on. I have used a S.M.A.R.T goal setting template to assist your engineers to better understand what is needed. For me the key to Objectives/KPI’s and Goals is to focus on the value added to the business as well as their ability to be measured and tracked. This gives the engineer a clear finish line to work towards as well as promoting the value add aspect IT Cost Centre.

note: I have at times sent these out to the business to get feedback and try and maintain a balanced scorecard.

KPI Example 1:
IT Equipment Inventory control

• Specifics – To complete a detailed inventory of all equipment and submit to Networks, IT Operations and Desktop support Team Leads.
• Achievable – Yes
• Measurement – Accuracy in reporting & Diligence to submit.
• Relevant – Yes, Forms part of day to day operations
• Time Frame – To be formally submitted every calendar month via email.

–          Weight:  30%.

KPI Example 2:
Server / Switch Room Inventory and Reporting

• Specifics – To complete a detailed coms room report template and submit to Networks, IT Operations and Desktop support Team Leads.
• Achievable – Yes
• Measurement – Accuracy in reporting & Diligence to submit.
• Relevant – Yes, as could be completed during IT Equipment Inventory.
• Time Frame – To be formally submitted every 3 months from <INSERT DATE>

–          Weight: 10%

KPI Example 3:
Knowledge sharing.

• Specifics – Upload at least two “Site Specific” Documents or step by steps to in-house FAQ repository.
• Achievable – Yes
• Measurement – Only complete once signed off by Team lead and uploaded.
• Relevant – Yes
• Time Frame – To be formally submitted and approved on or before <INSERT DATE>

–          Weight: 5%.

KPI Example 4:
Ensure adequate customer service level

• Specifics – Achieve at least three positive surveys from different users.
• Achievable – Yes
• Measurement – based on surveys received.
• Relevant – Yes
• Time Frame – On or before <INSERT DATE>.

–          Weight: 5%

KPI Example 5:
Maintain sufficient turnaround time on issues.

• Specifics –

1. Average time between open and closed will not exceed 48hrs
2. No Ticket will go unedited for 7 days
3. All tickets over 5 days old escalated to line manager.

• Achievable – Yes
• Measurement – Helpdesk reporting.
• Relevant – Yes
• Time Frame – Report will be sent to team weekly average report will be generated and presented on .

–          Weight: 20%

KPI Example 6:
Minimum Ticket volumes & Ticket maintenance

• Specifics – Average ticket count for the year will be greater than or equal to 100 tickets closed per month, No ticket will go unedited for more than 7 day, all tickets over 5 days to be escalated via escalation process to line manager.
• Achievable – Yes
• Measurement – Helpdesk reporting.
• Realistic – Yes
• Time Frame – No later than <INSERT DATE / EVENT>.

–          Weight: 30%

KPI’s and Objectives are always something that requires a lot of thought, I have also added a Desktop Support Key Functions and SOP Guidelines doc to help give a high-level overview of what the core requirements are for any User Facing engineer or onsite personnel