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Posts Tagged ‘helpdesk’

Robert HalfIn a presentation entitled “Staffing Strategies for the 21stCentury” by Katherine Spencer Lee, Executive Director at Robert Half Technology (September 18, 2008), the following IT staffing metrics were presented:

A Robert Half Technology* survey asked 1,400 CIOs to compare …
Actual versus ideal ratio of internal end-users to technical support employees at their company

  • Mean response for Actual was 136:1
  • Mean response for Ideal was 82:1

Technical Support Center staffs are 40 percent smaller, on average, than optimal.

Mobile vs Static staffing ratios:

  • There is a baseline ratio around 90 customers per analyst.
  • Technical and mobile user bases earn a lower ratio due to higher complexity (1:80-110)
  • Fewer analysts required for non-technical and static users (1:120-160)

Organizational goals should help set staffing levels:

  1. Compete at the cutting edge of innovation (25:1 to 50:1)
  2. Compete on full service and overall value (60:1 t0 100:1)
  3. Compete on thin cost margin and scalability (125:1 to 200:1)

A complete copy of the Robert Half presentation can be found here.

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Help the Help DeskThis is the most comprehensive study that I have seen on IT Staffing.  It was written by Lon D. Gowen, Ph.D., Lead Systems and Software Engineer at the MITRE Corporation.  The paper is entitled “Predicting Staffing Sizes for Maintaining Computer-Networking Infrastructures”.  It was published in 2000.

In this paper Gowan presents benchmark data for the “Number of Users Per FTE of CNI Support” for

  1. Systems Administration
  2. Help Desk
  3. Break/Fix
  4. Configuration Management

These numbers were observed in both a DoD and a Private sector enviroment.  Acutal numbers are presented in the paper and are compared to numbers predicted using a COTS modeling tool.

Full paper available at: Predicting Staffing Levels

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An ongoing survey by Computer Economics is investigating the level of staffing organizations allocate to their help desks. To date, more than 300 companies of varying size, spanning a wide group of industry sectors, have participated in the ongoing study. The study investigates staffing in terms of the ratio between help desk employees and the total number of employees supported by the help desk.logo

The study has found that the median staffing ratio is 1.3% (in other words, 13 help desk support personnel are supporting 1,000 company employees, or one help desk headcount for every 76.9 company employees). At the 25th percentile, the ratio is 0.4% and at the 75th percentile, the ratio is 2.8%. As the help desk is usually an overhead function, these moderate ratios show that most organizations are applying their budgets prudently. A median ratio of 1.3% provides an acceptable level of support to the operating staff. The study results indicate that organizational size and industry sector will typically have an impact on the ratio of help desk personnel to total employees.

Source: AFCOM – http://www.afcom.com/The_Association/ResourceCenter/Data_Center_Management/Help_Desk_Staffing.asp

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Staff Support

Staff Support

IT Staff Benchmarks

Level One – Basic helpdesk phone support
– 1:80 to 1:110
Level Two – Installation, configuration, and
desktop support
– 1:45 to 1:85
Level Three – Systems, communications,
high end support and design
– 1:250 to 1:400

There is no single answer

Depends on
– Staff expertise
– Technical proficiency of end users
– Number of servers
– Number of remote branches and distance
– Level of high tech systems deployed by the bank
Leave enough room for project resources!

Source: “The Business of IT: Running Your Bank’s IT Department Like a Business”, Brintech, February 17, 2005

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