As a company grows, it is important to maintain an appropriate level of help desk staff to provide front line support and solve any basic IT issues. A well-staffed support team is crucial to the day to day operations.
Generally, a good ratio of employees to hire when building a help desk support team is around 70:1. This ratio is ideal for a company using a single operating system and a reliable network. For enterprise networks or companies with multiple operating systems, a 45:1 ratio will better accommodate these more complex organizations.
Depending on how centralized the company is, the layout of support staff will change. Companies that have a small number of employees in one office are still more centralized than a company with many employees spread out over several offices. Also, if a company plans on introducing new computers or conducting enterprise actions over multiple networks and operating systems, the tickets that a help desk receives will be quite varied.
