My team is in the process of justifying more help desk staff and need some sort of industry standard (metrics??) resource. Ex - How many HD staff should I have to support 500 users...1, 2, 3? Any leads appreciated.
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There are a lot of variables. How computer literate is your employee base? What are their service level expectations? What is their user environment like? Is there standardization with desktops across the enterprise? Are ou running app deployment/desktop management software? If you have those answers, then the rest will take care of itself.
I worked in a organization with fifteen hundred users and only one tier-one level tech and everything else was handed off to one of three tier two groups composed of admins. Another organization had a help desk with twenty individuals and two tier-two organizations and then another six tier-three groups.
Be very careful with metrics. Whatever stats you do use, be careful that that don't overshadow your actual goals of that organization!
If you're asking for technical help, please be sure to include all your system info, including operating system, model number, and any other specifics related to the problem. Also please exercise your best judgment when posting in the forums--revealing personal information such as your e-mail address, telephone number, and address is not recommended.
Help Desk Metrics???