Good day,
I'm looking for an authoritative source for deriving an appropriate support-tech-to-end-user ratio for the purposes of bolstering our support staff as the userbase grows.
I've heard various numbers kicked around for deskside (face-to-face) support, but our company does not have separate staff for the various technologies we have onsite. Our support staff is responsible for all workstations, servers, printers, copiers, fax machines, videoconferencing, and the booking/configuration of all conference rooms. As such, the narrow scope of a deskside support ratio doesn't do justice to the work we are responsible for.
Is there a certification/governing body that has industry-wide and industry-accepted ratios for the various types of support that can be provided??
Any help you can provide is most appreciated!
Thanks!
cjm
I'm looking for an authoritative source for deriving an appropriate support-tech-to-end-user ratio for the purposes of bolstering our support staff as the userbase grows.
I've heard various numbers kicked around for deskside (face-to-face) support, but our company does not have separate staff for the various technologies we have onsite. Our support staff is responsible for all workstations, servers, printers, copiers, fax machines, videoconferencing, and the booking/configuration of all conference rooms. As such, the narrow scope of a deskside support ratio doesn't do justice to the work we are responsible for.
Is there a certification/governing body that has industry-wide and industry-accepted ratios for the various types of support that can be provided??
Any help you can provide is most appreciated!
Thanks!
cjm