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 To continue reading, you must become a member. Membership is free and sign-up only takes a moment. Click the sign-up button below, complete the short form and checkout. No credit card is required and your membership never expires! Sign Up Already a member? Login
