Support Tickets Opened per Employee

Support Tickets Opened per Employee

KPI Details

Support Tickets Opened per Employee measures the efficiency in which support employees attempt to resolve IT issues for other employees. A low value for this KPI may indicate that the support employees are spending a large amount of time resolving individual service tickets or are spending too much time on other lower value administrative tasks. Poor performance (i.e., a low value) for this KPI can also be related to overstaffing within the IT support function (i.e., workload does not align with staffing levels).

KPI Definition

The total number of employee desktop support tickets opened divided by the number of employees responsible for processing and resolving support tickets over the same period of time.

KPI Best Practices

• Accurate work forecasting methods to optimize internal staffing levels
• Document issues and root causes to decrease resolution times and avoid repetitive tickets
• Rate tickets based on urgency and complexity to reduce cycle times

KPI Calculation Instructions Support Tickets Opened per Employee?

Two values are used to calculate this KPI: (1) the total number of support tickets opened by employees over a certain period of time, and (2) the total number of IT support employees working for the company over the same period of time. For this calculation, IT support tickets should include both incidents and service requests. Incidents are unplanned events such as connectivity failures, device malfunctions, or hardware fixes. Service requests are planned events such as device updates, software upgrades, etc. Count support employees as any employee that performs end user IT support activities and/or maintenance for the company’s employees.

KPI Formula :

Total Number of IT Support Tickets Opened / Total Number of IT Support Employees