Help Desk Staffing Ratios 2011

August, 2011


Demands on the help desk are changing: while help desk automation and user self-service are lessening the burden, new technologies such as smartphones are driving increasing volumes of incidents. This study provides our latest benchmarks for help desk staffing. A key metric is the number of users per help desk staff member. We provide this metric for the composite sample and by organization size and sector. We also examine help desk staff as a percentage of the IT staff and the trend in help desk personnel over time. Because organizations vary in how they define the role of help desk staff, we provide the same metrics for the combined help desk/desktop support function. We conclude with recommendations on optimizing help desk staffing level. (20pp., 11 figs.)
[Research Byte]