What is a Help Desk or Service Desk

According to the Wikipedia, Help Desk is an information and assistance resource that troubleshoots problems with computers or similar products. Corporations often provide help desk support to their customers via a toll-free number, website and/or e-mail. A Service Desk is defined as a primary IT capability called for in IT Service Management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). It is intended to provide a Single Point of Contact ("SPOC") to meet the communications needs of both Users and IT and to satisfy both Customer and IT Provider objectives.

What are best practices for monitoring the efficiencies and performance of a Help Desk/Service Desk?

AOTMP indicates that providing support alone to the wireless user base does not ensure an effective help desk. Key metrics should be identified and monitored such as resolution and satisfaction. Without these key metrics in place, it is more difficult for the enterprise to make informed decisions for increased efficiency and effectiveness.

The following information will help establish the efficiencies and performance tracking necessary to provide performance goals and accountability assignments for that goal attainment.

KPIs or Key Performance Indicators - This includes the ability to track and trend performance, identify, diagnose, and correct performance problems, and to establish performance goals and assign accountability for achieving the goals. Below is a list of the top five that should be tracked for the highest performance and accountability:

Cost per call or contact (foundation metric).