According to IT Support Portland, the first article has indicated that some of the common metrics that can be used to assess the performance of information technology support specialist or their effectiveness like new incidents, the resolved incidents that they have, their backlog, and the reply time of the information technology support specialist or help desk professional.
IT Support Portland indicated that there are also other ways to measure the effectiveness of these professionals and determine how they are performing as an information technology support specialist. One way to evaluate the effectiveness of the information technology support specialist is to decide on their first resolution time. This time is defined as the time is taken or used between the initial incident report and the resolution for that certain report.
The information technology support specialist like IT Support Portland has a good first resolution time because they tend to rush the way to resolve a certain incident. When this happens, the information technology support service provider or the technician that is intended to solve the problem may perform poorly because of the pressure of time that they will experience. This may lead to poor performance regarding the quality of the information technology support service they have provided. So they will have a problem with the job that they have done, according to IT Support Portland.
The customer may then become satisfied because of how the information technology support service provided services to them. Information technology support services like IT Support Portland should always take their time when solving the problems of the customers who need help. This will increase the quality of information technology support that they are providing the customers. So the customers will become more satisfied with their performance and the way they solve the problem that the customers have encountered. The first resolution time should not be measured on the shortness of time but on the average time that a problem is being solved without much procrastination and distraction of the information technology support specialist.
Another way to determine or measure the performance of an information technology support provider is to define and their final resolution time, according to IT Support Portland. The last resolution time is usually encountered if the tickets or the incident tickets are closed prematurely. This indicates that the first resolution was quick. However, the customer calls again and suggests that the problem he has encountered hasn’t been solved.
This connects to the quick first resolution time that was aforementioned. When the information technology support specialist or the help that professional rushes the way they serve the customers to provide a good first resolution time, according to IT Support Portland, it will backfire in the final resolution time because the customer is not satisfied with the services that he received from the help desk professional.
When this happens, the technicians who are assigned to this particular incident will then reopen the ticket or the incident ticket that he has received and keep that ticket open until he has fully resolved the problem. When the first resolution time and the final resolution time have a big gap or difference between their time indicates that the issues are within the information technology support specialist or the technician and that the management should investigate the situation with IT Support Portland.
An example of this situation is when the information technology support specialist or the technician who is handling the problem has a high number of tickets that are being reopened. This means that the first attempt of the technician to solve the problem of the customer is not successful and is not of a high-quality level. That is why some technicians require to reopen an incident because of how poorly they have performed or provided assistance to the customers that they have. This can also offer an additional workload to the help desk professional that is assigned to this particular incident.
Another way to measure the performance of the information technology support specialist and probably their most important goal to achieve is customer satisfaction. They are serving the customers, and so having them satisfied entails that they have provided a great job in performing or providing information technology support services to them. The ultimate goal of an information technology support specialist or a help desk professional is to meet the needs of the customers that are asking for their assistance or services about information technology with IT Support Portland.
You can determine as an information technology support company the performance of your technicians and a specialist if you ask the opinion of the customers that they have served on whether they provided unapproachable characteristic to the customers or if they have provided earnest assistance to them, you will know this through the use of a survey questionnaire which includes their satisfaction with the services that they have received. You can also use this questionnaire to ask what are the recommendations of the customers for you to provide a more helpful service to them or how you can further increase their satisfaction with the services you are providing. This means that you are asking for the opinions and the heart of the customers. This is a very important aspect, especially for companies that are providing services. The customer is what keeps the company alive and growing because of their continuous support for the information technology support provider, like IT Support Portland.
Lastly, technical performance can be used as a metric for determining the effectiveness and efficiency of the information technology support provider. The performance of the technicians individually can be measured depending on the tickets that they have received and resolved, or if their resolution time is limited to one and if they require a final resolution time. The technical performance of the technicians can influence these performance metrics. So proper knowledge and experience with the technicalities of information technology is a very important aspect in providing assistance to different types of customers with varying types of needs.
