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Best Practices-computers per technician

By loadie ·
I know there is a number or a formula out there that gives a ratio of computers pre support person. I can not seem to find it though. Could any one give me a point in the right direction?

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by sgt_shultz In reply to Best Practices-computers ...

what if you looked at required time per incident initiation/resolution and then put some kind of figure on how many technicians that would take for your setup. it depends on so much stuff...

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by TheChas In reply to Best Practices-computers ...

This question gets asked about once a month.

There is no formula or rule of thumb as each company is different.

What you need to do, is define a number of "metrics" and determine if your staff is capable of providing support in a "timely" manner.

Some possible items to monitor include:

What is the cost of user down time?

What is our average response time?

How much "idle" time does the support staff have?

Do we have "value added" tasks for support techs when they are not helping users?

Where I work, we have around 1000 electronics engineers.
Our cost of downtime and the consequences thereof are a lot less than a 1000 desk call center.

Chas

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