Conventional helpdesk efficiency and cost of support
While many companies seem to be doing well (on paper) following a traditional helpdesk model, a considerable number of organizations include reduced helpdesk and IT support costs in their agenda. 35% of them have this under their list of initiatives for 2019, according to a survey conducted by GatePoint Research.
When referring to helpdesk costs, tickets, and support delivery are the areas that prove most challenging for most organizations.
Cost per ticket is a measure of how efficiently a helpdesk conducts its business. It has several key drivers, of which the most important are agent utilization and ticket handle time. Helpdesk support is a labor-intensive function with the vast majority of costs being personnel-related, and the cost breakdown for support is constant for countries and region to region.
Let's take a look at some of the costs that support incurs.
- The average cost per ticket of level 1 support is $22
- Industry experts have reported the cost of a single technical support call to be as much as $45
- The average hourly rate for Technical Support Analyst ranges from $25 to $32 with the average hourly pay of $29
To cut costs, most companies stick to confining help to a knowledge base to help resolve IT issue faster. A few companies now have chatbots that can fetch the information more quickly. But these come with the limitations to finding the right answers to resolve an issue.
Accessing a knowledge base always to resolve issues is by no means a quick method, and users would rather place a call to the helpdesk instead. This model would not support a reduction in the number of calls made to the helpdesk.