Help Desk Staffing Ratios 2012

October, 2012


Demands on the help desk are changing with mobile technologies, expanded service desk responsibilities, and the desire to increase first-call resolution rates. This study provides metrics for benchmarking help desk staffing levels in the current environment. We look at the trend in help desk staffing over a four-year period and provide two benchmarks by organization size: help desk staff as a percent of the IT staff and users per help desk staff member. Because the end-user support function is organized in different ways, we also provide benchmarks for the combined help desk/desktop support staff. We conclude with recommendations on optimizing help desk staffing levels. (17 pp., 7 figs.)
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