Numbers that show how support performs.
Metrics that help management judge IT support: ticket volume and types, response and resolution time, repeats, and user satisfaction, without misleading numbers.
Ticket count alone is not enough. A few metrics show where time is lost and what needs a root fix.
- Ticket volume
- Resolution time
- Repeats
- Satisfaction
Suggested metrics
- Tickets by type and department.
- Response and resolution time per priority.
- Repeats on the same device or system.
- User rating after closure.
Some of our clients
- Deeb Furniture — Website, communications and customer relationship management.
- Aviation Sporting Club — Development and maintenance of the club's systems.
- Brighton British School — Communication and firewall solutions for a school.
- Z Group — A corporate website backed by IT services.
- Roaya Aluminum — Business, inventory and manufacturing systems.
- ONCRETE — Website, networks and systems in one engagement.
- Sycamore Furniture — Manufacturing management at the core of the system.
- BANKA Furniture — From the website to business systems and infrastructure.
Frequently asked questions
Most important metric?
Repeat incidents, because they point to a problem needing a root fix.
What do you need to scope the work?
A short description of your need and current setup, who will use it, and any constraints of place or time. Send it in the brief and we come back with the next step.
- Every incident follows a clear path.
- A clear IT contract saves many disputes.
- One number per question, with one definition.
- Start your project brief
- Web Weavers — Websites & digital experiences
- Support Squad — IT solutions
- Swift Dev — Software & custom solutions
- ECCO Connect — Contact centers & customer service
- Creative Sparks — Marketing, identity & content
- Power Pros — Electrical & smart space solutions
- Back Office — ECCO Connect