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Deskside support

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by aglover

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Does anyone have an industry standard number for the average number of cases/tickets a desktop support tech in a campus environment can handle in a day? I know there is a number out there but I can't find it anywhere. Thanks for your help.

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by dlhardy

We do not gauge our staff by the number of tickets they close due to the complex nature of the desktop support environment and projects. A 5 minute job could turn into an hour. Or someone is involved in a project. Our gauge is based on customer satisfaction based on the tech's ability to communicate ticket status. Lack of communication is our biggest customer complaint.

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