The IT service desk is the bridge between end users and IT. Like a good bridge, the best service desks move people through efficiently, comfortably, and reliably.

Continuing this metaphor, congestion is a major problem for the average IT service desk. According to research by Zendesk, the average internal service desk receives 492 tickets per month with an average response time of 24.2 hours.

Depending on the severity of the ticket, that means at least some percentage of users sit idle for a full day, unable to access critical applications needed to get work done.

Where is the hold-up? Well, according to the research, 69% of those tickets are resolved in one touch, suggesting that the biggest problem for service desk staff is ticket volume.

If you work at an IT service desk, you know that many of the tickets that come in are for repeat or common problems. And you’ve probably gotten used to sounding like a broken record:

Have you tried turning it on and off again?

When did the issue occur?

Did you change anything on your device before the issue started?

What if I told you that you could flip the script and save your organisation money at the same time?

What’s today’s cost of an IT service desk ticket?

When looking at IT service desk cost per ticket, companies are still typically focusing on the cost of the engineer(s)—let’s call it $20 for a simple ticket or $100 for a deskside support visit. There’s been years of researching whether this cost is $19 or $20, and a lot of effort to drive this number down.

IT service desk teams have been challenged to reduce running costs at every opportunity. Questions like How do we close tickets more quickly? or How can we reduce ticket escalations? All this focused on pinching a few pennies (or perhaps hundreds of thousands!) on IT spend.