Help Desk Staffing Ratios and Outsourcing Trends

May, 2008


This study provides guidelines for planning appropriate staffing levels for the IT help desk (service desk) function. We provide help desk ratios by number of users and the number of PCs serviced by each help desk worker. We also analyze these statistics by organization size and industry. Finally, because help desk is a common target for outsourcing, we also examine current trends and levels in the use of outside service providers who provide IT help desk support. (6 pp., 11 figs.)
[Executive Summary]