One of the most common questions I hear from IT support managers is “How many techs should I have in desktop support?” It’s a great question, but one that is rarely answered adequately. The result is that many desktop support organizations are not staffed properly because they do not follow any sort of proven methodology when making headcount decisions. Instead, they rely on “gut feel” or “instinct” when it comes to staffing desktop support. Compounding this situation is the fact that many desktop support groups do not follow a strict SPOC (Single Point of Contact) support model, and end up handling large numbers of incidents that could and should be resolved by the service desk. It’s no wonder then that many desktop support groups are overstaffed, and hence very costly.Read More
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