Cost per Ticket is the total monthly operating expense of Desktop Support divided by the monthly ticket volume. Operating expense includes the following components:
- Salaries and Benefits for Desktop Support Technicians
- Salaries and Benefits for Indirect Personnel (Team Leads, Supervisors, Workforce Schedulers, Dispatchers, QA/QC Personnel, Trainers, and Managers)
- Technology Expense (computers, software licensing fees, etc.)
- Telecom Expense
- Facilities Expense (office space, utilities, insurance, etc.)
- Travel, Training, and Office Supplies
As you might expect, the vast majority of costs for desktop support are personnel related. Figure 1 below shows the average breakdown of costs for North American desktop support organizations in 2010.
Figure 1: The Cost of Desktop Support
