Desktop Support Staffing Ratios | How Many Technicians do You Need?
Desktop Support Staffing Ratios
How Many Technicians do You Need?
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.
In this blog, MetricNet defines a rigorous methodology for determining the appropriate technician headcount for desktop support. Following the approach outlined in this article, desktop support organizations can be assured that they will be staffed to meet the needs and expectations of their customers, while simultaneously delivering services in an efficient, fiscally responsible manner.
The Staffing Fallacy in Desktop Support
A common misperception in desktop support is that the user population alone will define the number of technicians needed. This approach wrongly assumes that the ratio of desktop support technicians to the number of users supported is fixed. For example, 12.5 desktop support technicians are needed for every 1,000 users. The error in this approach is that no two user populations have the same needs, and therefore no two user populations generate the same workload. As such, staffing decisions in desktop support should be based upon workload, not user population.