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What's the standard for Tech's per PC?

By tbrokens ·
My company has two levels of support, help desk and PC tech. There are a few software specialists but the help desk and techs handle 98% of the hardware and software support issues.

We have around 1500 computer users. On a given day we have only two PC techs and two helpdesk staff. Theere are three per team, but because of the multiple tasks we each have there can only be two on call at a time. The "powers that be" can't figure out why we are a little behind on our work. I was wonderingwhat the national average is for tech/help desk staff to PC is.

Thanks

Troy

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What's the standard for Tech's per PC?

by TimTheToolMan In reply to What's the standard for T ...

Hi,

I guess there are no definitive answers because it depends on the importance to the company of its users being "on-line".

But as a first answer for your averages, I worked in a company where were had 20 or so full time staff managing 1400 PCs. The 20 staff were versatile and performed both the help desk and tech roles.

Cheers,
Tim.

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What's the standard for Tech's per PC?

by tbrokens In reply to What's the standard for T ...

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What's the standard for Tech's per PC?

by timwalsh In reply to What's the standard for T ...

There are SO MANY variables involved here that there really is no "formula" to apply or national average to quote.

SOME of the variables involved:
Complexity of applications
Complexity of hardware
Age of hardware
Knowledge/comfort level of users (level of computer literacy)
Level of knowledge and experience of helpdesk staff and technicians

To best solve your specific situation, start keeping statistics such as: number of new help requests arriving daily, average time needed to solveproblem, users and/or departments that generate most help requests, most frequest help request, application(s) and hardware item(s) generating most problems, etc. (this list is by no means all encompassing).

Compiling these types of statistics may help you in couple of ways:
1. They may show the number of help requests arriving multiplied by the average time needed to fix a problem = you all need to work 26 hours a day to keep caught up - i.e. you are understaffed.

2. If you find thesame problems (especially self-induced) are recurring (and easily fixable), a user education program may be in order. Or maybe implement a FAQ area, for users to search first before calling the help desk. While this may need extra time to set up, in the end it could greatly reduce your workload.
3. If the same types of equipment keep failing, you could have an argument for investing in new equipment.

Remember, a knowledgeable user is usually a happy user; and a happy user usually doesn't have any need to call the help desk (except to say Hi.)

Good Luck.

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What's the standard for Tech's per PC?

by tbrokens In reply to What's the standard for T ...

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What's the standard for Tech's per PC?

by mlafleur In reply to What's the standard for T ...

I believe Gartner group came ou with 200 PCs per dedicated technician...

Until December, I worked in an organization where we had roughly 2500 networked PCs accross 4 sites and we had then following breakdown of staff (roughly)

Computer technicians - 24
Help Desk - Usually 6 on the phones from 7AM-5PM then it dropped to 1 until 11PM
Topology group - 3
Network admins - 12

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What's the standard for Tech's per PC?

by tbrokens In reply to What's the standard for T ...

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What's the standard for Tech's per PC?

by tbrokens In reply to What's the standard for T ...

Thanks for all the quick responses. I'm impressed with this site!

I've never posted a question here so I'm not sure what the proper protocals are. I want to keep this open for a few days to get as many answers as possible. That way I can make my case at our next staff meeting.

Thanks again!

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What's the standard for Tech's per PC?

by tbrokens In reply to What's the standard for T ...

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