Must-Know IT Help Desk Metrics

Highlights: The Most Important It Help Desk Metrics

  • 1. First Call Resolution (FCR)
  • 2. Average Time to Resolve (ATR)
  • 3. Average Response Time (ART)
  • 4. Backlog
  • 5. Escalation Rate
  • 6. Ticket Completion
  • 7. Customer Satisfaction (CSAT)
  • 8. Technician Utilization Rate
  • 9. Ticket Abandonment Rate
  • 10. Ratio of tickets per technician
  • 11. Cost per ticket

Table of Contents

In today's digital era, businesses rely heavily on efficient IT support systems to ensure seamless operations and customer satisfaction. With the ever-evolving technological landscape, IT help desks have evolved into critical hubs for managing technical issues and providing the necessary guidance to end-users. As a result, understanding and optimizing performance has become imperative for organizations seeking to remain competitive and offer exceptional service.

In this blog post, we will delve into the world of IT Help Desk Metrics, discussing key performance indicators, industry benchmarks and best practices that will enhance your help desk efficiency and effectiveness. Stay tuned as we uncover the numbers behind the success of IT help desks and how you can incorporate these valuable insights to propel your organization towards greater heights.

IT Help Desk Metrics You Should Know

1. First Call Resolution (FCR)

This metric measures the percentage of calls resolved by the help desk team on the first attempt, without being forwarded to another team or requiring follow-up. A high FCR rate indicates efficient help desk support and improved customer satisfaction.

2. Average Time to Resolve (ATR)

ATR measures the average time taken by the help desk team to resolve a ticket from the moment it is received until it's closed. This metric helps gauge the overall efficiency of the help desk in addressing and resolving issues.

3. Average Response Time (ART)

ART refers to the average time taken by the help desk team to provide the initial response to a customer inquiry or issue. A low ART indicates that issues are being acknowledged quickly, thereby improving customer satisfaction.

4. Backlog

This metric shows the number of open tickets that have not been resolved or closed. A lower backlog signifies that the help desk is efficiently managing workload and addressing customer issues in a timely manner.

5. Escalation Rate

This represents the percentage of tickets escalated to higher support levels (e.g., Level 2, Level 3). A low escalation rate means the help desk team is able to resolve most issues independently without involving other teams, improving overall efficiency.

6. Ticket Completion

This metric refers to the percentage of tickets that are successfully resolved and closed by the help desk team. A high ticket completion rate indicates that the team is effectively addressing customer issues.

7. Customer Satisfaction (CSAT)

CSAT gauges the overall satisfaction of customers with the help desk service, usually measured with post-resolution surveys. A high CSAT score indicates that customers are generally satisfied with the support they receive.

8. Technician Utilization Rate

This measures the percentage of time a help desk technician spends resolving customer issues compared to their total working hours. A high utilization rate suggests that technicians are primarily focusing on helping users, leading to higher productivity.

9. Ticket Abandonment Rate

This metric represents the percentage of support requests or calls that are dropped, disconnected, or not addressed during a given period. A low abandonment rate indicates that customers are being attended to and not left without help.

10. Ratio of tickets per technician

This metric shows the number of tickets assigned to each help desk technician during a specific timeframe. It helps gauge the workload distribution and identify any staffing or resource issues.

11. Cost per ticket

This metric displays the average cost of resolving a support ticket, accounting for factors like labor, overhead, and infrastructure. A lower cost per ticket signifies that the help desk is handling support requests efficiently and cost-effectively.

IT Help Desk Metrics Explained

Help desk metrics play a crucial role in assessing the efficiency and effectiveness of an IT support team in addressing customer inquiries and resolving issues. First Call Resolution (FCR) helps determine the team's ability to resolve issues on the first attempt, ultimately boosting customer satisfaction. Average Time to Resolve (ATR) and Average Response Time (ART) gauge the overall efficiency and timeliness of the help desk in addressing and acknowledging issues, respectively. The backlog and escalation rate metrics reveal how well the support team is managing workload and operating independently without excessive involvement from other teams.

Ticket completion and Customer Satisfaction (CSAT) scores indicate the team's effectiveness and the overall satisfaction of customers with the support they receive. Technician's utilization rate highlights whether their focus is primarily on helping users, while ticket abandonment rate offers insights into how well customers are attended to without being left unassisted. Lastly, the ratio of tickets per technician and cost per ticket metrics aid in identifying staffing or resource issues and help determine whether the support provided is both efficient and cost-effective. These intertwined metrics are vital for ensuring excellent help desk performance and meeting customers' expectations.


In conclusion, IT Help Desk Metrics are crucial for businesses to evaluate and understand the effectiveness of their help desk operations. These metrics serve as an excellent tool to measure performance and identify areas of improvement, leading to enhanced customer service and streamlined operations. Regular analysis and monitoring of these metrics are essential for continuous growth and maintaining an edge in the competitive marketplace.

By focusing on key metrics like First Response Time, Resolution Rate, and Customer Satisfaction, businesses can make informed decisions, driving success and a positive customer experience. Remember, keeping an eye on these metrics and making strategic adjustments not only aligns IT help desk services with company goals but also supports overall organizational growth.

Frequently Asked Questions

IT Help Desk Metrics are key performance indicators (KPIs) used to measure, evaluate, and improve the efficiency, effectiveness, and overall performance of an organization’s IT help desk team. These metrics provide valuable data for making informed decisions, optimizing processes, and ensuring customer satisfaction.
Common IT Help Desk Metrics include First Contact Resolution (FCR), Average Resolution Time, Customer Satisfaction (CSAT) Score, Ticket Backlog, Agent Utilization, and Average Wait Time.
Tracking IT Help Desk Metrics is vital for organizations because it provides insights into the current performance of the help desk team, reveals areas in need of improvement, and helps assess the overall impact of the help desk on customer satisfaction, employee productivity, and company growth.
To improve IT Help Desk Metric scores, organizations can invest in continuous staff training, streamline processes by implementing best practices, adopt help desk automation tools, and utilize data analysis to identify trends and areas for improvement.
Ideally, IT Help Desk Metrics should be reviewed and updated regularly—either weekly, monthly, or quarterly—depending on the size and complexity of your organization. Monitoring and analyzing trends over time can help you identify and proactively address potential issues, ensuring optimal performance and customer satisfaction.
How we write these articles

We have not conducted any studies ourselves. Our article provides a summary of all the statistics and studies available at the time of writing. We are solely presenting a summary, not expressing our own opinion. We have collected all statistics within our internal database. In some cases, we use Artificial Intelligence for formulating the statistics. The articles are updated regularly. See our Editorial Guidelines.

Table of Contents

Free Test

Leadership Personality Test

Avatar Group
No credit card | Results in 10 minutes