Service Desk Statistics, Trends And Facts 2023

Service Desk Statistics:

1. The average cost per ticket for a service desk is $20.
2. Over 80% of companies use a service desk.
3. The average time to resolve a ticket is 6.2 hours.
4. The most common reason for service desk tickets is password resets.
5. 63% of service desks are integrated with other IT systems.
6. 52% of service desk issues are resolved on the first contact.
7. 73% of IT professionals think that the service desk is a critical part of IT operations.

Service Desk Facts:

1. Service desks help reduce downtime and increase productivity.
2. They provide a single point of contact for IT-related issues.
3. Service desks are often the first point of contact for customers.
4. They help businesses save money by reducing the cost of IT support.
5. Service desks provide valuable data on IT issues and help businesses improve their IT operations.
6. They help businesses comply with regulations and industry standards.
7. Service desks help improve customer satisfaction and loyalty.

Service Desk Benefits:

1. Increased productivity
2. Reduced downtime
3. Improved customer satisfaction
4. Cost savings
5. Compliance with regulations and industry standards
6. Improved IT operations
7. Better decision-making based on data analysis

Service Desk Trends:

1. Increased adoption of AI and machine learning in service desks
2. A shift towards self-service and automation
3. Greater emphasis on cybersecurity
4. Integration with other IT systems
5. Remote work and support
6. Increased focus on employee experience

Service Desk Adoption:

1. Large enterprises have the highest adoption rates of service desks.
2. The healthcare and financial sectors have the highest adoption rates of service desks.
3. The adoption of service desks is increasing in small and medium-sized businesses.
4. Cloud-based service desks are becoming increasingly popular.
5. The adoption of service desks is driven by the need for efficient IT operations and customer support.

Service Desk Market Analysis:

1. The service desk software market is expected to grow at a CAGR of 22.3% between 2021 and 2026.
2. North America has the largest market share for service desk software.
3. The Asia Pacific market for service desk software is expected to grow the fastest.
4. The top vendors in the service desk software market include ServiceNow, Atlassian, and BMC Software.
5. The market for cloud-based service desk software is growing faster than the market for on-premise service desk software.

Service Desk Demographics:

1. The average age of a service desk professional is 37.
2. 75% of service desk professionals are male.
3. The most common job titles for service desk professionals are Service Desk Analyst and Help Desk Analyst.
4. The highest-paying roles in service desks are Service Desk Manager and IT Support Manager.
5. The most common education level for service desk professionals is a Bachelor’s degree.

Service Desk Software:

1. The most popular service desk software is ServiceNow.
2. Other popular service desk software includes Jira Service Desk and Zendesk.
3. The top features of service desk software include ticket management, knowledge management, and reporting.
4. The most important factors when choosing service desk software are ease of use, functionality, and cost.

Overview of Service Desk Statistics

• The global service desk market size was valued at $6.9 billion in 2020 and is expected to grow at a CAGR of 19.5% from 2021 to 2028. (Source: Grand View Research)
• The average cost of a help desk call is $22 per incident. (Source: HDI)
• The average cost per minute for a Level 1 support call is $4. (Source: HDI)

Service Desk Staffing Statistics

• The average number of service desk agents per 100 end-users is 2.8. (Source: HDI)
• The average salary of a Level 1 service desk technician in the United States is $42,320 per year. (Source: Glassdoor)
• The average turnover rate for service desk staff is 25%. (Source: HDI)

Service Desk Performance Statistics

• The average speed of answer for a Level 1 service desk call is 56 seconds. (Source: HDI)
• The average first call resolution rate for service desks is 62%. (Source: MetricNet)
• The average customer satisfaction rating for service desks is 85%. (Source: HDI)
• 59% of service desks use remote support tools to resolve issues. (Source: HDI)

Service Desk Technology Statistics

• 47% of service desks use IT service management (ITSM) software. (Source: HDI)
• The average number of tools used by service desks is 8. (Source: HDI)
• 40% of service desks use chatbots to automate customer interactions. (Source: HDI)
• 70% of service desks use knowledge management systems to capture and share information. (Source: HDI)

Service Desk Metrics Statistics

• The average service desk ticket volume per month is 545. (Source: HDI)
• The average resolution time for service desk tickets is 4.4 hours. (Source: HDI)
• The average service desk cost per end-user is $406 per year. (Source: HDI)
• The average service desk uptime is 99.99%. (Source: HDI)

Service Desk Best Practices Statistics

• Service desks that follow ITIL best practices have a 60% higher customer satisfaction rating. (Source: HDI)
• Service desks that have a formal quality assurance program have a 67% higher first contact resolution rate. (Source: HDI)
• 84% of service desks have implemented some form of self-service for customers. (Source: HDI)
• Service desks that use a knowledge management system have a 22% higher first contact resolution rate. (Source: HDI)

In conclusion, these service desk statistics showcase the importance of this function in every business. Service desks play a critical role in providing technical support, resolving issues, and improving customer satisfaction.