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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IT Regional Manager - Senior Consultant - Technical Writer - Blogger in Software6 years ago

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 Software6 years ago

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 Estate6 years ago

1 to 2 per employee and 5 to 10 tickets.

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Head Of Information Technology in Services (non-Government)6 years ago

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 Education6 years ago

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.

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CxO and Startup Advisor in Software6 years ago

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.

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