"Day in the Life" Demonstration

IT Manager

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Help Desk First Call Resolution Report

The Help Desk is your front line. They represent the IT organization’s eyes and ears to your customers. They need to be courteous, responsive, technical, and accurate in recording the service event.

The cost of good customer support is high. Both Help Desk Institute and Meta Group studies have shown that the cost of first level support (Help Desk) can be up to $25 per event. If the service event is assigned to second level, the cost can range from $75 to $200 per event. The third level cost can range from $200 to $500 per event. It is obvious that the lowest cost to resolve an event is with the Help Desk. If the Help Desk is provided with the appropriate staffing, training, and tools, then your overall costs will decrease.

The industry standard measurement for Help Desk effectiveness is Help Desk First Call Resolution. Giva eHelpDesk makes it easy to run this report for the entire department or for any individual within the Help Desk.

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