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IT services firm · 15 min

The help desk

Everyone who can't print, can't log in or can't open a file becomes a support request. How fast you answer is what clients remember. How many people one tech can look after decides your profit.

TICKETS
Ticket 01 · The guess

How often does one person ask for help?

Multnomah County, in Oregon, runs its own help desk for 6,425 peoplemultco.us ·2027. In fiscal 2025 it logged 29,810 requestsmultco.us ·2027. About how many is that per person, per year?

12 requests
030
Words to know

Spot something wrong?

Tell us what looks off. No name or email needed.

What kind of problem?

0 / 1000

We'll also send this page, the lesson, ticket 1, so we can find it. Nothing else. Privacy

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Sources and every number (1)

Sources

  • Program #78303, IT Help Desk Services, FY 2027 Adopted budget (with FY 2025 actual tickets) · Multnomah County, Oregon, Department of County Assets, 2027

Every number

  • 6,425 peoplemultco.us ·2027 · Employees and partners the county's IT help desk supports (the budget says "over" this many), fiscal 2027.
  • 29,810 requestsmultco.us ·2027 · Tickets the county's help desk logged in fiscal 2025 (the budget's actual for that year).
  • 4.6 requestsmultco.us ·2027 · Worked out by us from a county's own in-house IT budget, not an IT firm's: the help desk's tickets in fiscal 2025 divided by the people it supports, per person per year.
  • 68%multco.us ·2027 · Share of issues the county's help desk resolves itself; the rest go to the next level of support, as its budget describes.
  1. Lessons›
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  3. IT services firm
  • ·Before this: Pricing a contract
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  • ·Free guide: How IT services firms make money
Skip to the lesson
Back to the home page and map, from TryOwning · IT services firm · Lesson 3
Part 1 of 3Part 1 of 3, 0 done

IT services firm · 15 min

The help desk

Everyone who can't print, can't log in or can't open a file becomes a support request. How fast you answer is what clients remember. How many people one tech can look after decides your profit.

TICKETS
Ticket 01 · The guess

How often does one person ask for help?

Multnomah County, in Oregon, runs its own help desk for 6,425 peoplemultco.us ·2027. In fiscal 2025 it logged 29,810 requestsmultco.us ·2027. About how many is that per person, per year?

12 requests
030
Words to know

Spot something wrong?

Tell us what looks off. No name or email needed.

What kind of problem?

0 / 1000

We'll also send this page, the lesson, ticket 1, so we can find it. Nothing else. Privacy

·
Sources and every number (1)

Sources

  • Program #78303, IT Help Desk Services, FY 2027 Adopted budget (with FY 2025 actual tickets) · Multnomah County, Oregon, Department of County Assets, 2027

Every number

  • 6,425 peoplemultco.us ·2027 · Employees and partners the county's IT help desk supports (the budget says "over" this many), fiscal 2027.
  • 29,810 requestsmultco.us ·2027 · Tickets the county's help desk logged in fiscal 2025 (the budget's actual for that year).
  • 4.6 requestsmultco.us ·2027 · Worked out by us from a county's own in-house IT budget, not an IT firm's: the help desk's tickets in fiscal 2025 divided by the people it supports, per person per year.
  • 68%multco.us ·2027 · Share of issues the county's help desk resolves itself; the rest go to the next level of support, as its budget describes.
  1. Lessons›
  2. Industries›
  3. IT services firm
  • ·Before this: Pricing a contract
  • ·Next: When a client gets hacked
  • ·Free guide: How IT services firms make money