kaestnerr posted on September 20, 2010 15:28
http://www.articlemeister.com/desktop-support-desk-best-practices-the-eight-essential-kpi%E2%80%99s-for-world-class-performance/
Eight key performance indicators
The Help Desk has been extensively studied and researched, and the Best Practices for Level 1 Support are well documented and well understood. The same, however, cannot be said of Level 2, or Desktop Support. This critical support function has historically received far less attention than the help desk, and for most IT organizations it represents a fertile opportunity for performance enhancement.