Help Desk Staffing Ratios by Organization Size and Industry

October, 2005


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]