Help Desk Staffing Ratios by User and Desktop

June, 2006


Understanding the optimal number of help desk personnel is an important exercise in maintaining help desk service levels while controlling costs. This article, based on our 2006/2007 IT staffing metrics, provides benchmarks for the typical number of users and desktops per help desk staff member. These ratios are provided at the median, 25th percentile, and 75th percentile. Data is broken down by small, mid-size, and large organizations. There is also a breakdown by nine industry sectors: banking/finance, insurance, healthcare, manufacturing, wholesale distribution, retail, utilities/energy, business services, and government. Specific recommendations for improving the cost/performance of help desk personnel are also provided. (8 pp., 5 figs.)
[Executive Summary]