Gartner Research

How to Determine Your IT Service Desk Staffing Ratio

Published: 22 November 2017

ID: G00343281

Analyst(s): Chris Matchett, Siddharth Shetty


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.

Table Of Contents
  • Key Challenges



  • 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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