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Key cost and support distributions as well as metrics based on total contact volume are also included.
Help desk statistics gartner. Gartner is the world s leading research and advisory company. This research contains high level it service desk cost efficiency and support staff productivity ratios. Services include product support capabilities including elements of hardware and software support logging of problems and results analysis results analysis means. A more recent survey from robert half technology echoes the gartner research suggesting a 70 1 employee to help desk ratio is suitable though as indicated earlier it depends on a number of variables in an organization.
Gartner magic quadrant for help desk outsourcing north america summary gartner s 2012 magic quadrant for help desk outsourcing services in north america examines 18 service providers. Use this document to help identify and evaluate the right provider for your help desk outsourcing needs. As any it analyst will tell you help desk outsourcing has been one of the biggest areas of growth in a. Service desk quotes statistics empower your service desk with this treasure trove of all things it service management itsm.
A help desk employee in the u s. Gartner is known as a key source for enterprise decision makers when identifying evaluating and selecting business software vendors however there is a newly launched frontrunners quadrant powered by gartner methodology. We equip business leaders with indispensable insights advice and tools to achieve their mission critical priorities today and build the successful organizations of tomorrow. Help desk employees in the u s.
To learn more about leading help desk software systems access your complimentary copy of frontrunners for help desk. Help desk management services provide centralized information and support management service to handle a company s internal or external queries and operational problems about it related processes policies systems and usage. General help desk statistics. Earn more than their counterparts in the uk and europe.
Taking care of customers goes a long way. Gartner warns about problems in outsourcing help desk. What s more is investing in customer support now seems to have a bigger and more direct impact on your bottom line than ever before. Information provided was collected throughout 2018 from a global audience.
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