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Key Help Desk Benchmarks for the Education Sector

Key Help Desk Benchmarks for the Education Sector

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Each year, HDI, a global association for IT service and technical support professionals and the premier certification body for the industry, publishes the Practices and Salary Survey to provide organizations with benchmarks against which to measure their support center’s performance. For the first time, this benchmark data is available just for the education sector. This slideshow summarizes some of the key benchmarks help desks at educational institutions should consider.
Each year, HDI, a global association for IT service and technical support professionals and the premier certification body for the industry, publishes the Practices and Salary Survey to provide organizations with benchmarks against which to measure their support center’s performance. For the first time, this benchmark data is available just for the education sector. This slideshow summarizes some of the key benchmarks help desks at educational institutions should consider.

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Categories:Topics, Art & Design
Published by: Elizabeth Boal Shulof on Dec 10, 2010
Copyright:Attribution Non-commercial

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05/12/2014

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BOMGAR
Key Benchmarks for IT Help Desksin the Education Industry
HDI 2010 Industry Benchmark Report Series
 
74%
 
of Education helpdesks saw anincrease in incidentvolume in 2009.Infrastructure andproduct changes,and expandedservices were thetwo biggest drivers.
Key Benchmarksfor Education Help Desks
1
Source: HDI Industry Benchmark Report Series;Education, 2010
 
Only
 
34%
 
of Education helpdesks met their firstcall resolution(FCR) targets in2009.Average FCR for the industry was
62.6%
.
Key Benchmarksfor Education Help Desks
2
Source: HDI Industry Benchmark Report Series;Education, 2010

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