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Service Desk Performance Management

Updated: Apr 26

Performance Management

Effective performance management is essential for evaluating help desk analyst performance, but it is crucial not to rely solely on KPIs and statistics. While metrics can provide valuable insights, they may not wholly depict an individual's performance. Each metric may have potential counter-arguments that challenge its validity as a performance measure for help desk personnel.

a person getting feedback

For instance, tracking the number of incidents closed by an analyst can offer helpful information. However, using it as a performance indicator could encourage undesirable behaviours, such as prioritizing easy tasks over more complex ones. This approach might result in internal conflicts and perceptions of unfair assessment among team members.

While measuring various aspects of help desk performance is crucial, it is essential to recognize that certain metrics may not be appropriate for evaluating an individual's performance, especially when tied to compensation.

Consider the following performance measures as more suitable alternatives for assessing individual help desk analysts:

Knowledge Sharing

The number of knowledge base articles an analyst contributes can indicate their willingness to share learning experiences and document valuable information. While it should not be viewed as a competition, a lack of contribution could signal that an analyst is not meeting expectations in this area. Customer Satisfaction Response Scores

Linking analyst performance to customer survey responses can provide valuable insights into their communication skills and overall effectiveness. Ensure that survey questions are designed unambiguously to focus on the individual's abilities.

Random Ticket Audits

Assigning team leaders or help desk managers to periodically review a random selection of incidents/tickets handled by analysts can be an effective performance assessment method. Evaluating ticket completeness, professional communication, and categorization can provide tangible examples for feedback and review sessions, highlighting both areas of excellence and opportunities for improvement.

Training Progress and Results

Tracking an analyst's progress in completing professional development courses and their performance in these courses can serve as a useful performance measure. This approach emphasizes the importance of continuous learning and skill development, contributing to the analyst's overall effectiveness.

By employing a balanced and comprehensive approach to performance management, help desk managers can better evaluate their team members, foster continuous improvement, and maintain a positive and supportive work environment.


About the author

Hi, I'm Alan, and have been working within the IT sector for over 30 years.

For the last 15 years, I've focused on IT Governance, Information Security, Projects and Service Management across various styles of organisations and markets.

I hold a degree in Information Systems, ITIL Expert certificate, PRINCE2 Practitioner and CISMP (Information Security Management).


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