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 and sector: 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. (19 pp., 9 fig.)
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Help Desk Staffing Ratios 2016
January, 2016
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