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 organization. This report provides staffing benchmarks for this important function. We look at the trend in help desk staffing over a five-year period and provide four benchmarks by organization size and sector: help desk staff as a percentage of the IT staff, users per help desk staff member, applications per help desk staff member, and first-call resolution rate. We also provide benchmarks for a combined help desk and desktop support staff. We conclude with recommendations on optimizing help desk staffing levels. (23 pp., 11 fig.)
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