Help Desk Staffing Ratios 2015

February, 2015

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 five-year period and provide two benchmarks by organization size: help desk staff as a percentage of the IT staff and users per help desk staff member. Because companies organize the end-user support function in different ways, we also provide benchmarks for a combined help desk and desktop support staff. We conclude with recommendations on optimizing help desk staffing levels. (16 pp., 7 fig.)
[Research Byte]