Helpdesk question: How many help desk associates per 100 employees/contractors does everyone have? Also, what is the average number of open tickets you have at any given moment? Just asking as I think I have too many of both. :)

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Group Chief Information Officer in Construction6 years ago

Average 1 per100 with exception critical users ( Executives, Engineering,Estimation) their SLA requires more resources since they are critical to business
Also the scattered offices force you to have more resources based on the physical location and distribution of your users.
For open tickets we make sure before going to weekend all of them to be either closed or proper communication done explaining why the delay had happened

Director Certifications in Education6 years ago

It is not that simple to answer, it depends on the environment. But I will agree generally 1 per 150 employees

Senior Security and Compliance Auditor in Software6 years ago

1.00 FTE per 100 people. <15 tickets open at any given time. The queue #'s rise with PTO, projects, and "disasters" but not enough to justify added staff.

CIO | IT6 years ago

0.75 per hundred approx 200 tickets open at any time

6 years ago

The number of associates per 100 user depends on the IT service you provide, and for 1st level IT Infrastructure support you may need only one per 100 user with average 5 tickets per business days.

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