Help Desk Staffing Benchmarks

摘要

During 2004 and 2005, Computer Economics conducted surveys of CIOs and senior IT executives to investigate the level of staffing allocated to their help desks. To date, over 300 companies of varying size and spanning a wide group of industry sectors have participated in the ongoing study. The results provide benchmarks for managers to compare against their IT operations. The study investigates staffing in terms of the ratio between help desk employees and the total number of employees supported by the help desk. (For this survey, the term "help desk" includes employees whose primary job duties are described as "technical support," as well as "help desk.") The data is provided for the composite sample and for breakouts by organizational size. Additionally, metrics are provided for three industry sectors (banking, healthcare, and energy) in particular. Our analyses of the data offer rationales for the staffing levels and insights into how this type of support can vary by industry.