Effective Help Desk Specialist Skills

Chapter 10. Calculating Help Desk Value

While the help desk is a cost center and doesn’t generate any direct revenue, it still has value. This value isn’t always apparent to personnel outside the help desk center, so it’s important for help desk managers to understand how to communicate its value. The most common method is with the use of performance metrics. However, help desk managers also need to be aware of help desk costs and know how to create a cost benefit analysis when necessary.

This chapter includes three sections:

The first section, “Calculating Value with Performance Metrics,” describes many of the key metrics used to measure the ...