Today, HDI published the first in a series of four briefs based on its 2012 HDI Desktop Support Practices & Salary Report. Using data collected from technical service and support industry professionals, the “Staffing Desktop Support” brief gives benchmarks for tech support staffing ratios as a “starting point for making sound staffing decisions for desktop support.”
Anyone with experience in tech support knows that variables in industry, size and requirements make it impossible to determine a magical “tech to device” or “tech to end-user” ratio that works for all organizations. With this in mind, HDI outlines four key factors to consider when making staffing decisions for your support team:
- Breadth – How does the size of a business impact staffing?
- Scope – How does the overall scope of support affect the number of employees?
- Model – Which model does the organization favor: blended support or support silos?
- Focus – How does a strong technical or customer service focus impact staffing?