Avaya Template 18d' title='Avaya Template 18d' />Desktop Support Service Desk KPI Template Tech. Tips. co. za. Sample Desktop Support KPI Template GoalsThe below Objectives where put together as a baseline for you to build on. I have used a S. M. A. R. T goal setting template to assist your engineers to better understand what is needed. For me the key to ObjectivesKPIs and Goals is to focus on the value added to the business as well as their ability to be measured and tracked. This gives the engineer a clear finish line to work towards as well as promoting the value add aspect IT Cost Centre. I have at times sent these out to the business to get feedback and try and maintain a balanced scorecard. Specifics To complete a detailed inventory of all equipment and submit to Networks, IT Operations and Desktop support Team Leads. Achievable Yes. Measurement Accuracy in reporting Diligence to submit. Relevant Yes, Forms part of day to day operations. Time Frame To be formally submitted every calendar month via email. Weight  3. KPI Example 2 Server Switch Room Inventory and Reporting. Best+in+class+IVR+features+and+more%E2%80%A6.jpg' alt='Avaya Template' title='Avaya Template' />Specifics To complete a detailed coms room report template and submit to Networks, IT Operations and Desktop support Team Leads. Achievable Yes. Measurement Accuracy in reporting Diligence to submit. Relevant Yes, as could be completed during IT Equipment Inventory. Time Frame To be formally submitted every 3 months from lt INSERT DATE           Weight 1. KPI Example 3 Knowledge sharing. Specifics Upload at least two Site Specific Documents or step by steps to in house FAQ repository. Achievable Yes. Measurement Only complete once signed off by Team lead and uploaded. Now, in Avaya each station has a station number and a password. Only VoIP phones require a password to login. All the other types analog and digital connect. An example of documentation prepared to support an architectural assessment completed for a small system. This document is a good example of how the. Relevant Yes. Time Frame To be formally submitted and approved on or before lt INSERT DATE           Weight 5. KPI Example 4 Ensure adequate customer service level. Specifics Achieve at least three positive surveys from different users. Cuda Driver Update Os X. Achievable Yes. Measurement based on surveys received. Relevant Yes. Time Frame On or before lt INSERT DATE. Weight 5KPI Example 5 Maintain sufficient turnaround time on issues. Average time between open and closed will not exceed 4. No Ticket will go unedited for 7 days. All tickets over 5 days old escalated to line manager. Achievable Yes. Measurement Helpdesk reporting. Relevant Yes. Time Frame Report will be sent to team weekly average report will be generated and presented on. Weight 2. KPI Example 6 Minimum Ticket volumes Ticket maintenance. Specifics Average ticket count for the year will be greater than or equal to 1. No ticket will go unedited for more than 7 day, all tickets over 5 days to be escalated via escalation process to line manager. Achievable Yes. Measurement Helpdesk reporting. Realistic Yes. Time Frame No later than lt INSERT DATE EVENT. Weight 3. KPIs and Objectives are always something that requires a lot of thought, I have also added a Desktop Support Key Functions and SOP Guidelines doc to help give a high level overview of what the core requirements are for any User Facing engineer or onsite personnel. Incoming search terms Related.