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Measuring IT support quality
By David Otieno, Senior ICT Consultant 1 min read
Response times, resolution rates, repeat issues and user feedback show whether IT support is working — and where to improve it.
Whether support is provided in-house or by a partner, you should be able to tell whether it is good. A few measures, reviewed regularly, are enough.
Response and resolution times
Measure against the agreed targets for each priority. Look at the proportion met, not just averages — a few very slow tickets matter.
First-contact resolution
The share of issues solved without escalation or a second visit. Higher is better for users and cheaper.
Backlog
How many tickets are open, and how old the oldest are. A growing backlog is an early warning.
Repeat issues
Problems that return after being "fixed" indicate root causes not addressed.
User satisfaction
Short surveys after tickets — one or two questions — capture how support feels to users.
Review together
Discuss the measures monthly with whoever provides support, agree improvements and check they happen.
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About the author
David Otieno
Senior ICT Consultant
David Otieno writes about cybersecurity, physical security systems, power resilience and running IT reliably day to day.