Let's Get IT Together

Wednesday, May 04, 2011

Montgomery County Information Technology Service Desk ranks among the tops in the nation

Montgomery County’s Information Technology Service Desk ranks among the tops in the nation, according to the recently released Desktop Support Practices Report by the Help Desk Institute (HDI). Among the key findings: 1. 3% of County service tickets are assigned to a desk-side support technician. Most organizations assign between 11% and 20% of tickets to desk-side support. County helpdesk analysts are equipped with remote diagnostics tools that allow them to resolve most incidents without the need for a desk-side visit. 2. County service tickets are resolved in an average of 32 minutes. In other organizations, average resolution time falls between 1 hour and 4 hours. In many organizations, average resolution time is 1-2 days. 3. 97% of County service tickets are resolved on the first attempt. Nationwide, most organizations first call resolution falls between 71% and 90%. The County’s Department of Technology Services (DTS) manages the IT Help Desk under the Desktop Computer Modernization (DCM) program. County employees may contact the County’s IT Service Desk at 240-777-2828.