Help Desk Metrics???

By jr206 ·
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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by shasca In reply to Help Desk Metrics???

How many staff, are handling how many calls presently??

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A lot of variables

by mafergus In reply to Help Desk Metrics???

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!

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