Develop metrics for a Service Desk / Help Desk

Course details

In this course You learn how to align Service desk (Help desk) work to business goals, develop metrics for Service desk team, and individual team members.

In the second part of the course a student learns how to calculate financial bonus for Service desk staff according metrics achieved, and motivate help desk operators and engineers.

You learn how to develop a balanced KPI system for a Service desk team and its members!