Service Desk Agent Calculator
This is a spreadsheet not an actual device
$9.99
Service Desk Agent Calculator
A spreadsheet-based tool designed for IT support leaders to input key operational values. This included key variables to calculate overall resource need, including:
Monthly call or Interactions the Service Desk handles
Average handling time to target
Different Interaction breakdown (%)
Include PTO, Sick and Company Holidays
Sum of parts to calculate Agents required
It estimates both L1 and L1.5 staffing levels to support consistent 24x7 coverage and SLA compliance from day one. This is used as a starting point of resources needed to fill a Service Desk. Ongoing monitoring of resources and call / Interaction volume must be reviewed ongoing to make adjustments from this baseline model.