Top 20 IT Help Desk Statistics

The need for IT help desk is on the rise due to the rapid technological advancements. That's why we’ve gathered the most important statistics in 2025 to help you make an informed decision!

Market Growth and Industry Trends

1. The usage of help desk software has increased from 11% in 2020 to 53% in 2024, showing that most people are now realizing the importance of IT support.

2. The help desk software market is expected to reach up to $21.8 billion by 2027; this shows how important effective help desk systems are.

3. The global tech and help desk software market will reach a value of $111 billion by 2033.

4. Report has shown that the ITSM market is expected to grow to $5.2 billion by 2028.

Automation and Machine Learning

1. It’s estimated that using help desk software saves up to 670 working hours yearly.

2. Companies are leaning towards investing in automation technologies such as Artificial Intelligence and process automation.

3. Manually handling and resolving a ticket is around $22. However, companies that use automation have seen that 22% of tickets can be solved for free.

4. Companies have reported that using chatbots and natural language processing saved them around $8 billion.

5. AI is expected to decrease the IT help desk response times from seven seconds to three seconds.

6. 64% of IT companies expect a boost in investments in automation in the next few years.

7. Around 68% of customers have stated that automation improves their overall IT help desk experience.

Customer Experience

1. 48% of support teams measure their performance by measuring the satisfaction of customers through surveys.

2. 9 out of 10 of customers reported that they prefer immediate responses, especially when they have a technical question, highlighting the importance of 24/7 IT support.

3. Around 84% of customers stated that being treated like a person rather than a ticket is very important to them.

4. 62% of customers have stated that for them, service insight and knowledge is one of the most important parts of their experience, which is why it’s important for help desk agents to have the right and accurate information.

5. It’s reported that around 95% of IT service desk issues are resolved over calls, showing that customers would rather have voice communication over chat support.

Performance and Productivity

1. The demand for IT support is drastically increasing; since 2020, the average ticket volume has increased by 16%.

2. Almost 86% of technical support service teams understand that using a help desk will improve their productivity.

3. Reports have shown that companies that use IT help desk services witnessed up to 25% increase in productivity because of the quick resolution and decrease in downtime.

4. Research has shown that 86% of service teams realize that having a help desk system increases their productivity.

Outsourcing

1. Research has shown that companies can save from 12-17% annually by outsourcing IT support.

2. The global IT talent shortage is getting worse, with Korn Ferry predicting a deficit of 4.3 million tech workers by 2030.

3. A survey showed that 57% of companies reported that outsourcing IT functions allowed them to focus on their primary business goals.

4. 50% of companies are already outsourcing their help desk function entirely or in part, with 91% expecting to either increase or maintain the level of work being outsourced, this percentage is also expected to grow.

5. IT help desk services have a significant portion of outsourcing, with 72% of all global outsourcing contracts being IT-related.

6. Research has shown that 50% of IT organizations currently rely on service providers to perform the help desk function. This indicates that outsourcing the help desk function is a common practice among IT organizations.

These statistics prove that help desk services are no longer just support channels; they’re a lot more than that. Companies have to stay informed and up to date to successfully optimize their IT support functions and deliver exceptional user experiences. If you feel like you need assistance with this service, contact us to book a free consultation and one of our agents will reach out to you as soon as possible!

Sources:

1. https://desku.io/stats-hub/help-desk-statistics/

2. https://www.factmr.com/report/tech-support-services-market

3. https://www.absolutereports.com/global-cloud-based-itsm-market-27520555

4. https://www.thinkhdi.com/en/library/supportworld/2015/big-data-service-desk

5. https://www.deloittedigital.com/content/dam/deloittedigital/us/documents/blog/blog-20190513-2019%20globalcontactcentersurvey.pdf

6. https://www.bmc.com/blogs/service-desk-automation/

7. https://avasant.com/report/it-help-desk-outsourcing-trends-and-customer-experience-2023/

8. https://www.smbguide.com/outsourcing-statistics/

9. https://www.auxis.com/7-help-desk-outsourcing-trends-shaping-it-support-in-2024/

10. https://www2.deloitte.com/content/dam/Deloitte/us/Documents/process-and-operations/us-global-outsourcing-survey-2022.pdf

11. http://kornferry.com/about-us/press/korn-ferry-study-reveals-global-talent-shortage-could-threaten-business-growth-around-the-world

12. https://www.forrester.com/report/outsourcing-clients-can-expect-12-to-17-savings/RES43255

13. https://llcbuddy.com/data/service-desk-software-statistics/

14. https://www.mckinsey.com/~/media/mckinsey/business%20functions/operations/our%20insights/the%20productivity%20imperative%20in%20services/the-productivity-imperative-in-services.pdf

15. https://f.hubspotusercontent00.net/hubfs/53/2020%20State%20of%20Service%20Report.pdf

17. https://blog.invgate.com/help-desk-statistics#:~:text=Help%20desk%20statistics%20refer%20to,of%20technology%20on%20service%20delivery

20. https://www.mediapost.com/publications/article/324816/consumers-say-treat-us-like-people-not-numbers.html

21. https://solutions.trustradius.com/buyer-blog/help-desk-statistics/

22. https://venturebeat.com/wp-content/uploads/2020/07/Automation-Report_FNL_web.pdf

23. https://www.proprofsdesk.com/blog/help-desk-statistics/