Gartner Research

How to Determine Your IT Service Desk Staffing Numbers

Published: 26 November 2019

ID: G00464102

Analyst(s): Siddharth Shetty, Keith Andes


Determining the optimal IT service desk staffing ratio involves more than just comparing industry averages. Infrastructure and operations leaders must evaluate nine key variables that affect staffing needs in order to find the right staffing-level requirements for their organizations.

Table Of Contents
  • Key Challenges



  • Base the Staffing Ratio on Business Consumer Contacts
  • Analyze Impacting Variables
  • Avoid Quick Comparisons With Industry Averages

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