All Resources, Member, Service Desk, Whitepapers
Service Desk Staffing Ratios: How Many Analysts do You Need?
One of the most common questions I hear from IT support managers is “How many agents do I need in the service desk?” It’s a great question, but one that is rarely answered adequately. The result is that many the service desks are not staffed properly because they do not follow any sort of proven methodology when making headcount decisions. Instead, they rely on “gut feel” or “instinct” when it comes to staffing the service desk.
Read More