Many organizations have difficulty defining help desk staffing requirements. This tool enables organizations with stable request volumes and consistent staffing numbers to determine the gross number of staff required to handle annual help desk requests.

Use this tool to:

  • Determine the number of productive hours for help desk staff.
  • Calculate the number of hours required to address annual help desk requests.
  • Establish the optimal number of help desk staff.

Define help desk staff requirements to improve the efficiency of help desk operations.

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Search Code: 16595
Published: February 11, 2010
Last Revised: March 20, 2012


  • Missing comment
    Steve Todero | 07-07-2010

    These documents are correct except not sure if: Help Desk Cost Cutting: Think Before You Chop

  • Missing comment
    Pete Rochen | 03-19-2012

    Calculations in Excel are off a bit. Example: on the Calculation sheet, cell F8 is based on a 52 week year, however cell F9 and F10 are not. Nice template though.

    • 524813cde9e31b150885f5506a5f3e1e comment
      Info-Tech Research Group | 03-20-2012

      Thanks for your comment. We've updated the tool based on your suggestion.


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