Bench mark number of the service desk call volume

[airflying]

Hi there,

I am setting up a service desk and need to estimated the resource for it. So i wonder if there is any reference number of how many calls/month a service desk agent received.

Thanks
Andrew

[UKVIKING]

It depends

The following criteria would impact the # of tickets per SD

how big is the company
how many applications
the purpose of the SD etc

HDI may have stats ...

In addition, is the SD a 24x7 or a 12 hour or 8 hour desk

you would need at least 3 people per 8 shift

2 is the minimum for Health & Safety (UK)
1 for either team lead or spare
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[UrgentJensen]

I'd say a minimum ot 3.2 and maximum of 5.6. Except on wednesdays and Fridays when you don't want to have an odd number of staff.

UJ
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Did I just say that out loud?

(Beige badge)

[Diarmid]

Hi,

There is already at least one thread with detailed discussions of resourcing a service desk. If you read those, perhaps you could ask a more focussed question so that it is possible to give some kind of meaningful response.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

[UKVIKING]

Meaningful responses ?

Why should any one expect meaningful responses?

It is not like we started back with the discussion on

SD with Scouse or Geordie accents
SD staffing using Scottish terriers, chichihuahua or chipmunks
or the the Sixth Book






Aka The Dark Lord of the Si(x)th
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[m_croon]

I thought we were clear about the chichihuahua?

[ozz]

search for erlang and lokad the first result will describe the what erlang is and provides a spreadsheet to help you calculate your service desk staffing numbers..

oz

[dboylan]

[ozz]

What is important to understand is the the Erlang thingy is just another tool. I In a perfect world the service desk would be overstaffed just a tad , the real would says it will be understaffed and during the "getting to steady state" portion of the rollout you can tune the staffing needs..

oz
_________________
Ozzie Sutcliffe

NYC