Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations.
- Base Your IT Service Desk Staffing Ratio on the Number of Business Consumer Contacts per IT Service Desk Analyst
- Consistently Track Key Variables
- Service-Level Expectations
- Size and Location of the IT Service Desk
- Average Handle Time
- Knowledge Management
- Process Maturity
- Utilization Rate
- Number of Requests in the Queue
- Engage in Benchmarking, Rather Than Quick Comparisons With Industry Averages
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