KPIs as IT Support

Coordinator

• Average First Response Time

• Average Reply Time
• Number of Support Tickets
• Number of Ticket Backlog
• First Contact Resolution Rate
KPIs as IT Support
Coordinator
• Resolution Rate
• Average Handle Time
• Top Agents
• Net Promoter Score
• Customer Satisfaction Score
Current Skill Set In Aiding In The Use of
FOSS
• Willingness to learn
• Help build certain core functionalities to existing Open Source
software to reduce cost
• Giving sound alternatives to open source tools used in the company
 challenges that may restrict us from saving
costs using open-source tools
• Customization of the Open Source tools
• Internal training of employees every time there is an update or
upgrade of the open source tool
• Risk of using third party open source tool in terms of security and
storage of organizational data
• Cost of integrating any update or upgrade of the open source tool
used in the organization.
strategies you will employ to mitigate these
challenges
• Help train staff to reduce the cost of update training.
• Using acquired knowledge , will create security policies to govern the
use of the identified risk associated open source tools
• Taking the lead to learn the configurations of servers and APIs used in
the organization so I would do the integration any time there's an
update.
Strategies to maximize satisfaction
• introduce an employee of the month program
• Encourage operators to take ownership of problems and spend time
dealing with the customer, rather than escalating or passing over the
problem
• Offer Proactive Customer Service
• High reduction of wait times
• Benchmarking employee or customer support satisfaction
• Holding Daily Stand Up Meetings with the Team I support