Just as we thought we were moving the image of the help desk in the right direction, it seems as if it still has some big hurdles to overcome. According to a new survey by Robert Half Technology of 1,400 CIOs, those polled said their companies’ technical support teams are, on average, 40 percent smaller than they optimally should be.
CIOs were asked, “What is the ratio of internal end-users to technical support employees at your company?” The mean response was 136:1.
CIOs also were asked, “What would be the ideal ratio of internal end-users to technical support employees at your company?” The mean response was 82:1.
Survey results also indicated that CIOs from the largest companies (greater than 1,000 employees) were closest to their ideal level of technical support, with a ratio of end-users to IT staff of 118:1 versus an ideal of 82:1. Farthest from their ideal were CIOs from midsize firms (250-499 employees), who said that their ratio of end-users to IT support staff is 131:1, when in a perfect world it would be 64:1.
We all know overworked, understaffed IT departments generally equals frustrated and stressed out workforces, which in turn, affects the treatment of customers and overall productivity. As we have mentioned before and will continue to do so, those companies with a dedication to great service - both internal and external – will continue to be the ones to thrive and flourish.
More information can be found at www.SupportIndustry.com
2 comments:
One must have experienced IT support staff. I do agree it requires investment and one can outsource their support needs to experienced IT support providers. This way, they get expert services at affordable prices.
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