Numerous factors impact Service Desk staffing numbers, making industry benchmarking and comparisons very difficult. Even when benchmark data can be found, the scope of services, and even the definition of what constitutes a Service Desk staff member, vary considerably.
Before you read on, I should warn you that there is no magic bullet to determining the optimum number of staff for your Service Desk. However, in this article, I will describe some of the methods/benchmarks that are available and then I’ll provide a comprehensive list of things that you should consider when you need to justify your Service Desk headcount, justify an increase, or are looking at ways to reduce it.
First, let’s look at some of the options that are available.