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• A standard metric or goal has not been established by the Help Desk for how long a help <br />ticket should remain open <br />• Help Desk management cannot clearly understand their service -level expectations until <br />they have metrics to weigh them against <br /> <br />The weaknesses identified in the help desk's KPIs and metrics, lack of industry standards, and <br />inability to measure performance may hinder their ability to provide adequate support to the <br />County. Addressing these issues will improve the efficiency, quality, and end-user satisfaction of <br />help desk services. <br /> <br />Cause of the Condition <br /> <br />DIT's help desk lacks a clear understanding of its performance and does not measure its efficiency <br />and effectiveness. <br /> <br />Effect of the Condition <br /> <br />DIT's help desk is unable to measure and evaluate the efficiency and effectiveness of its <br />operations. <br /> <br />Finding 1: Lack of Key Performance Metrics <br /> <br />Recommendation 1: Establish Performance Metrics <br /> <br />We recommend DIT's help desk establish performance metrics as it aligns with department <br />expectations and industry best practices. Elements should include: <br /> <br />a. Develop and implement key performance indicators (KPIs) and metrics to measure the <br />effectiveness and productivity of the Help Desk based on industry standards. <br /> <br />b. Utilize HelpSpot to its full potential to measure performance and collect valuable data that <br />can be used to improve operations. <br /> <br />c. Train Help Desk staff on the importance of performance metrics and KPIs and how to use <br />HelpSpot to collect and analyze data. <br /> <br />In addition, these KPIs should be regularly monitored and reviewed to ensure that they remain <br />relevant and effective. <br /> <br />21 No Performance Metrics <br />