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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VP IT (CIO role) in Healthcare and Biotech, 1,001 - 5,000 employees
Hi Todd, just 1st level Helpdesk or in general client service resources? I have had ratios of 1:90 to 1:125 of client service resources to user ratios in different environments. Other than the service level you want to provide it also depends on how many services (for example phone management) you have outsourced.
IT Regional Manager - Senior Consultant - Technical Writer - Blogger in Software, 5,001 - 10,000 employees
Hi, we have around 1:75 - 1:90 as maximun. But as Rainer mention it depends of how many services do you have.
General Manager America at HCL Technologies (Infrastructure Services Division) in Software, 5,001 - 10,000 employees
Hello Todd, what you are asking is a broad question with no floor & ceiling.In order to get this right we need to look at; a) What is your current infrastructure like ( On-premise, Cloud, Hybrid etc)b) The support & automation tools currently being usedc) What is your support channel mix ( web, email, chat, call etc )c) Your end user population - Mix, Gen X, Gen Y, Gen Z etcd) The current SLAs you measure the services on.However, mentioned below what you see is a high-level benchmark number's for your reference;Call Per FTE - 36Emails Per FTE - 24Web Tickets Per FTE - 36Chats Per FTE - 36Note: The above number have been assumed based on the industry benchmark & SLA.I will be more than happy to talk to you in detail and provide you my point of view and recommendation, which I have learned over the past 15 years while working with several CIOs / CTOs across North Americas, APAC & Europe.
Director of IT in Real Estate, 201 - 500 employees
1 to 2 per employee and 5 to 10 tickets.
Head Of Information Technology in Services (non-Government), 51 - 200 employees
Our research done locally says 17 support staff (including admins, IT, trainers, and other support staff) per 100 (production) employees. And we keep open tickets at less then 10 by end of day, every day. We are currently providing support to over 8,000 employees throughout 28 organizations.
Director - IT, Digital & Innovation in Education, 501 - 1,000 employees
It depends on the number of services being supported and the level of automation/self-services available. However, in our context, we operate on a 1:60 ratio.
1 1 Reply
CIO and Startup Advisor in Software, 10,001+ employees

What I’ve come to find is that a company can actually drastically change those “benchmark” numbers by focusing on building a culture that embraces innovation, self-service, and good organizational change management. A lot of times people contact the helpdesk because they literally just don’t know where to go for information.

in Software, Self-employed
This ratio not only depends on number and types of services being provided, it also depends on number if employees. As number of employees go up, this rain should drop from a high of 1.7 (for example) closer to 1.4ish as more and more people will specialize in certain areas plus automation is possible/viable due to scale (automation and specialization drive productivity). On open tickets, same applies. It depends on you SLAs. You must have SLA published (and measured against) for P1-P2-P3 cases and define escalation paths. Documenting SLAs, policies and procedures always helps. Do lunch and learns with different BUs to convey what you do and how you do it! Leverage video to your advantage (self-serve etc).
, Self-employed
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.
CIO | IT, 1,001 - 5,000 employees
0.75 per hundred approx 200 tickets open at any time
Senior Security and Compliance Auditor in Software, 1,001 - 5,000 employees
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.    

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