IT Service Desk

The Basics of Service Desk:- Average Help Desk Support Specialist Salary: $38,000- Number of Support Specialists in a Company of 500 Employees: 4- Average Time it Takes for Typical Tasks: 8.3 Hours

Most Common Tasks:- Creating Tickets with a Custom Ticket Form- Migrating Ticket Data- Creating Users- Searching- Password Resets- Software Updates- Granting Permission

An Optimized Service Desk

“Ideal” Employee to Service Desk Specialist Ratio: 70:1.

“Real” Employee to Service Desk Specialist Ratio: 136:1

The average that a company should aim to have is 1 service desk technician for every 70 work stations.

Top 10 Mistakes/Difficulties1. Improper Tracking or Reporting of Issues2. Minimizing the Line of Communication

Between Technicians and End User3. Preventing Users from Solving Their Own

Issues by Not Utilizing a Knowledge Base4. Not Leveraging Current Environments or

Integrating with Infrastructures5. End Users Having a Difficult Time Getting

Their Issues Resolved

Top 10 Mistakes/Difficulties6. Letting Service Desk Staff Members’ Efforts Go Unnoticed Among Management and End Users7. Management Misunderstanding the Importance of the Service Desk Staff8. Forgetting Routine Tasks Because of Excessive Work Loads9. Having to Access Help Requests from One Desktop Computer10. Losing Information on Hard and Soft Assets

Internal IT Support/Service Desk Statistics - Why You Want an Optimized IT Service Desk Experience:

- When service desk services are provided, work loss was avoided in 60% of cases with an average savings of 17 hours per case.

- 72% of these cases showed improved work productivity with an average gain of 43%.

- 57% of employers who’ve increased their support options say their employees’ attitudes have changed for the better

- 74% of employees who say their company offers workplace support find it valuable or helpful.

- 24% of companies state they do not offer internal service desk/IT support.

- 5% of companies surveyed plan on implementing an internal service desk within the next six months.

- 67% of organizations offer internal IT service desk support.

Benefits of a Self-Service IT Portal: Why You Want a Cloud Based IT Self-Service Portal

- Time savings from using cloud based IT self-service portal: at least 50%.

- Potential increase in productivity by using a cloud based IT self-service portal: 50% - 68%.