Measuring IT Help Desk Escalations-Trends Report

image

 

Escalations occur when a case is not handled within the times you set for response or resolution according to your Service Level Agreements. The goal is to minimize escalations. This is particularly important for high severity level service requests. This customer service report allows you to monitor individuals, service groups, or customer locations for escalation performance. This report can also help you to monitor all situations and intervene proactively to minimize escalations.

Escalations do occur for various reasons, but it is the trend over time that is more important to measure because it reflects underlying problems.

If the request requires advanced-level technical assistance, or technical assistance from another group to resolve the issue, the Help Desk Analyst will escalate the ticket to the Help Desk Supervisor or an advanced-level support team member. Help Desk Team Members are responsible for notifying the requestor when an issue has been escalated.

The Help Desk Supervisor or advanced-level support team member will determine if a resolution can be reached, or whether the ticket needs to be further escalated. If the issue can be resolved without further escalation, the Help Desk Supervisor will assign the ticket to a member of their team, noting the assignment (change of ownership) in the ticket. The Assignee will update the customer according to the response-time commitment grid until resolution can be achieved, resolve the matter, document the resolution, close the ticket, and notify the requestor of the resolution. If the issue cannot be resolved, the Help Desk Supervisor or an advanced-level support team member will update the tracking system with relevant comments, escalate the ticket to the proper support team, and notify the end-user that the issue has been escalated. The advanced-level support team will update the customer according to the response-time commitment grid until resolution can be achieved, resolve the matter, document the resolution, close the ticket, and notify the requestor of the resolution.

 

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

Click for IT Help Desk Reports, KPIs & Metrics examples

Click for Customer Service Reports, KPIs & Metrics examples

Client Success

MetroHealth System Logo
  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
Athens Regional Health System Logo
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
Santé Health Systems Logo
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms