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Cover image for Brocent IT blog post: First Contact Resolution for an IT Service Desk: What 90% Really Measures

October 06, 2026 | 21 min

First Contact Resolution for an IT Service Desk: What 90% Really Measures

A guide to first contact resolution in an outsourced IT service desk tender: three definitions, how the number gets gamed, what raises it, and how to write it into a contract. The tender scenario is an illustrative composite, not a named client.