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https://www.gartner.com/en/documents/3016518/best-practices-for-determining-your-it-service-desk-staf
Mar 27, 2015 · It's okay for IT service desk staffing levels to be higher or lower than the industry average and those of other companies. IT service desk managers must improve their IT service desk efficiency by understanding the variables that affect staffing levels in order to determine the right ratio to use.
https://www.gartner.com/en/documents/3832268/how-to-determine-your-it-service-desk-staffing-ratio
Nov 22, 2017 · Determining the optimal IT service desk staffing levels involves more than just comparing industry averages or staffing ratios at similar organizations. Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for their organizations.
https://www.gartner.com/en/documents/1138913/do-you-have-the-right-it-service-desk-staffing-ratio-
Aug 19, 2009 · Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity.
https://www.techrepublic.com/resource-library/whitepapers/developing-the-right-end-user-to-it-support-staff-ratio/
Sep 29, 2008 · Results from a Gartner survey that describe typical end-user to support staff ratios and information on what staffing numbers the Stamford, CT-based …
https://www.gartner.com/en/documents/3531617/it-key-metrics-data-2017-executive-summary
Dec 12, 2016 · This research contains enterprise-level IT investment, cost and staffing metrics, as well as business productivity ratios for 21 vertical industries, collected throughout 2016 from a global audience. It provides an overall summary of the IT Key Metrics Data: Key Industry Measures published research.
https://www.thinkhdi.com/library/supportworld/2016/staffing-ratios-for-support.aspx
Staffing Ratios for Support: Not the Best Way! by Roy Atkinson November 22, 2016 ... His background is in both service desk and desktop support as well as small-business consulting. Roy is highly rated on social media, especially on the topics of IT service management and customer service. He is a cohost of the very popular #custserv (customer ...
https://www.roberthalf.com/blog/management-tips/how-many-help-desk-tier-1-personnel-do-you-need
The diversity and complexity of your IT footprint, as well as the number of employees, will affect how many help desk tier 1 support staff you should hire. If you're rolling out new computers and a slew of enterprise applications using multiple networks and operating systems, help desk tickets will be much more varied than a company using ...
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