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Tip of the Week - Help Desk Calls

By ILTA Tips posted 02-08-2016 11:34

  

Here’s some information to help you u determine what’s going on with your help desk calls:

Did you know?  The average user contacts the help desk twice per month (some call a lot more, and some never call, it averages to two contacts per user per month).

 

If your average shows more than two calls per user per month, the higher call volume can be attributed to:

a.      Use of personal equipment/devices (mobile devices).

b.      New equipment/devices (short-term).

c.      New applications or systems.

d.      Change in Infrastructure.

 

If your average shows less than two calls per user per month, the lower call volume can be attributed to:

a.      Knowledge management.

b.      New equipment/devices (long-term).

c.      Self-service.

 

Submitted by Peter Qumsiyeh,

Support Analysis & Reporting Coordinator

WilmerHale

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