The document discusses key aspects of an IT service desk, including average salaries, common tasks, optimal staffing ratios, and common mistakes. It provides statistics on the benefits of an optimized service desk such as avoiding work loss in 60% of cases and improving productivity by 43% when issues are resolved. Having proper support increases employee satisfaction and finding support valuable. The benefits of a self-service portal include time savings of at least 50% and potential productivity increases of 50-68%.

1. IT Service Desk

2. 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

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

4. 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.

5. Top 10 Mistakes/Difficulties
1. Improper Tracking or Reporting of Issues
2. Minimizing the Line of Communication
Between Technicians and End User
3. Preventing Users from Solving Their Own
Issues by Not Utilizing a Knowledge Base
4. Not Leveraging Current Environments or
Integrating with Infrastructures
5. End Users Having a Difficult Time Getting
Their Issues Resolved

6. Top 10 Mistakes/Difficulties
6. Letting Service Desk Staff Members’ Efforts Go
Unnoticed Among Management and End Users
7. Management Misunderstanding the Importance of the
Service Desk Staff
8. Forgetting Routine Tasks Because of Excessive Work
Loads
9. Having to Access Help Requests from One Desktop
Computer
10. Losing Information on Hard and Soft Assets

7. 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.

8. - 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.

9. 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%.