Help Desk Staffing Ratios 2017

February, 2017


The help desk not only plays a key role in maintaining user productivity, it also serves as the day-to-day face of the IT department. This study provides staffing benchmarks for this important function. 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. (19 pp., 7 fig.)
[Research Byte]