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Cost per Ticket is the total monthly operating expense of Desktop Support divided by the monthly ticket volume. Operating expense includes the following components:

  • Salaries and Benefits for Desktop Support Technicians
  • Salaries and Benefits for Indirect Personnel (Team Leads, Supervisors, Workforce Schedulers, Dispatchers, QA/QC Personnel, Trainers, and Managers)
  • Technology Expense (computers, software licensing fees, etc.)
  • Telecom Expense
  • Facilities Expense (office space, utilities, insurance, etc.)
  • Travel, Training, and Office Supplies

As you might expect, the vast majority of costs for desktop support are personnel related.  Figure 1 below shows the average breakdown of costs for North American desktop support organizations in 2010.

Figure 1:  The Cost of Desktop SupportFigure 1:  The Cost of Desktop Support

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Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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