During 2004 and 2005, Computer Economics surveyed over 300 companies to determine help desk staffing ratios for companies in North America. The key metrics reported are help desk headcount as a percentage of total corporate employees at the median, 25th percentile, and 75th percentile. The ratios are broken down for small, medium, and large organizations and for three specific industries: banking, healthcare, and energy. Specific recommendations for improving the cost/performance of help desk personnel are also provided. (10 pp., 9 figs.)
[Executive Summary]
Help Desk Staffing Ratios by Organization Size and Industry
October, 2005
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