How many help desk personnel do you need?

An overall employee-to-help desk ratio of about 70:1 for organizations with a single operating system and network is considered suitable. That number drops to 45:1 for enterprise networks using a number of operating systems and no consistent hardware standard. Do you need to hire more help desk professionals?

How many users does a help desk technician have?

If you take out those highest numbers, here’s how they average out: The median average was 123 users per tech. The mode average was 150 users per tech. And the mean average was about 161 users per tech.

What is a help desk support specialist?

Help desk support specialists are the go-to people for providing technical assistance and support related to computer systems, hardware, and software. They are responsible for answering queries and addressing system and user issues in a timely and professional manner.

Is tech support the same as HelpDesk?

The terms “help desk” and “technical support” are often used interchangeably when it comes to customer service. In contrast, technical support is for customers who require specific help with technical problems, which are usually more time-consuming and complicated than general help desk inquiries.

How many users can one IT person support?

There are 9 of us supporting 1000 users. Same here, rsutton. Small MSP, supporting 500-1000 users across ~35 clients.

How do I calculate my desk ratio?

In a traditional workplace, you’d normally find a desk to person ratio of 1:1, where each person has their own desk. Desk sharing schemes allow you to reduce the number of desks without any decrease in productivity. This can be achieved with a desk booking management system like Condeco.

What is a Tier 1 help desk?

Tier 1. Basic help desk resolution and service desk delivery. Support for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement. If no solution is available, tier 1 personnel escalate incidents to a higher tier.

What is help desk Level 1?

Level 1 support is the first tier of support, usually provided by IT support personnel with the least experience, lower understanding of technical issues, and limited access to company information. The technicians in Level 1: Collect customer requests and data. Attend to customer phone calls.

What is the job description for help desk?

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.

What are the disadvantages of help desk?

There are some disadvantages related to help desk software as well, mainly: Many help desk software platforms have expensive upfront costs as well as time-consuming implementation periods, which can significantly drain company resources.

Is help desk customer support?

In simple words, a help desk is a company’s central point of contact for customers regarding any issue related to its products/services. A help desk focuses on offering customers or end-users with assistance in the form of advice, guidance, or information that can help them solve their problems.

What’s the ratio of IT staff to end users?

In spite of these factors, one number you’ll see that comes up frequently is Gartner Research’s “ideal” end user to IT service desk user ratio of 70:1. Another—from Robert Half Technology—puts the number at 18:1 if your organization has less than 500 employees and 25:1 if you have between 500 and 10,000 employees.

What does a helphelp desk specialist do?

Help Desk Specialist is responsible for maintaining customers’ relationships with the company, providing answers to customers’ questions and other needs related to technical support.

How many help desk personnel should your organization have?

The number of help desk personnel should then be distributed into tier 1 and tier 2 professionals with the following considerations in mind: Are you centralized? The layout of your corporate network makes a difference. An organization with 75 employees in three different offices is less centralized than one with 225 workers in a single office.

What is the right user to service desk ratio?

If you look through discussion threads online, you’ll see numbers are all over the map, just like ten years ago. One lucky support member works in a tech-savvy environment with a 30:1 user to service desk worker ratio, while another is outnumbered with an 800:1 ratio.

What is a help desk Tier 1 support function?

In many cases, help desk tier 1 support provides assistance over the phone, so their physical location can be a moot point. However, even in a highly distributed organization, centralizing the help desk tier 1 support function may make it easier to manage help desk tickets and oversee all IT support effort.