Help Desk Staffing Ratios 2020

January, 2020


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 the help desk (service desk), which took a significant jump this year. 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. 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. (24 pp., 11 fig.)