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https://www.beyondtrust.com/assets/documents/HDI-2013-Desktop-Support-Metrics.pdf
of business, desktop support can mean different things, have different scopes, or even have different names (e.g., second-level support, field services). For the purposes of this paper, desktop support refers to the IT organization that’s responsible for responding to incidents, questions, and service requests that involve
https://www.beyondtrust.com/assets/documents/HDI_2013_Research_Corner_Staffing_Desktop_Support.pdf
number of desktop support analysts increases at a reduced rate. The data show that for small organizations supporting fewer than 2,000 end users, desktop support will typically support 313 devices per technician. From 2,000 to 10,000 users, the support ratio grows to one desktop technician for every 571 devices. In large
https://www.payscale.com/research/US/Job=Desktop_Support_Technician/Hourly_Rate
Skills in Help Desk / Desktop Support (Tier 2) and Information Technology (IT) Support are correlated to pay that is above average. Skills that pay less than market rate include Customer Service, Computer Hardware Technician and Help Desk / Desktop Support.
https://www.thinkhdi.com/library/supportworld/2016/staffing-ratios-for-support.aspx
Each contact, on average, lasts 7 minutes, so the total amount of work for the analysts is 49,000 minutes (7 x 7000), or 816.7 hours. Given an 8 hour workday (yes, that includes all breaks and lunches—we’ll subtract them out later) for 5 days a week and 52 weeks a year,...
https://www.computereconomics.com/article.cfm?id=1261
We provide desktop support ratios for the composite sample, by organization size (based on the total number of desktops deployed), and by industry sector. In addition, we analyze how frequently desktop support activities are outsourced, by organization size, and the productivity of desktop support personnel in organizations that partially outsource this function.
https://www.glassdoor.com/Salaries/desktop-support-salary-SRCH_KO0,15.htm
Jan 22, 2020 · How much does a Desktop Support make? The national average salary for a Desktop Support is $41,842 in United States. Filter by location to see Desktop Support salaries in your area. Salary estimates are based on 11,077 salaries submitted anonymously to Glassdoor by Desktop Support employees.
https://www.techrepublic.com/article/what-is-a-reasonable-end-user-tech-support-ratio/
Michele Triponey is vice president of Help Desk, Desktop & Server Support Practice, at Ajilon Consulting. Her response:Author: Singer Singleton
https://community.spiceworks.com/topic/880518-desktop-support-people-what-is-your-support-to-end-user-ratio
Apr 06, 2015 · Prior places i have worked it was 1:60 [one desktop support person to 60 people] . After removing "non computer users" from the total employee count, I am the primary desktop support for one hundred and sixty users. [1:160] . I am also responsible for all server backups, and all antivirus.
https://www.slideshare.net/MetricNet/benchmark-2014-global-results-for-desktop-support-v2-1
Mar 25, 2015 · The Tao of SPOC (Single Point of Contact) User Community Level 1 Service Desk Desktop Support Field Support Level 2 IT Support Vendor Support 32© 2015 MetricNet, LLC, www.metricnet.com 33.
https://www.hdaa.com.au/FilesFolder/Rumburg%20-%20True%20Cost%20of%20Desktop%20Support.pdf
The true cost of desktop support is much greater than most companies realize. It goes well beyond the obvious costs of personnel, technology, and facilities. A full reckoning of desktop support costs must include the cost of defects – tickets resolved at desktop
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