IT Service Desk First-Level Resolution Rate
Percentage of IT support tickets resolved at first level without escalation
What is IT Service Desk First-Level Resolution Rate?
IT service desk first-level resolution rate is the percentage of tickets resolved at the first line of support, without being passed on. It shows how well the first-line team can solve problems.
Resolving at first level is faster and cheaper, and it frees specialists for harder work.
How this KPI is measured
- Function
- Information Technology
- Sub-function
- Service Management
- Industry
- All Industries
- Type
- Lagging
- Impact
- Quality
- Unit
- %
- Measurement frequency
- Weekly / Monthly
- Formula
- (Tickets resolved at L1 / Total tickets resolved) × 100
How to calculate it
Divide tickets resolved at level 1 by total tickets resolved, and multiply by 100.
For example, if 650 of 1,000 resolved tickets were solved at level 1, the rate is 65%.
Split by ticket type to see where first-line staff need more knowledge or authority, and avoid encouraging staff to close tickets prematurely.
Where it is used
Improving speed and cost
Solve more at the first line.
Targeting training and knowledge
Fill gaps.
Planning specialist workload
Reduce escalations.
How to improve it
Tips and common mistakes
- Do not encourage closing tickets before they are truly solved.
- Compare by category.
- Use with satisfaction.
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