Employees looking for help with a frozen computer screen or a mobile application glitch may be in for a long wait. Chief information officers (CIOs) interviewed in a recent survey said their companies' technical support teams are, on average, 42 percent smaller than they would ideally be. The results are similar to a 2007 survey in which CIOs said their support teams were an average of 40 percent smaller than their ideal.
The surveys were developed by Robert Half Technology, a provider of information technology (IT) professionals on a project and full-time basis. They were conducted by an independent research firm and are based on interviews with more than 1,400 CIOs from companies across the United States with 100 employees or more.
CIOs were asked, "What is the ratio of internal end-users to technical support employees at your company?" The mean response was 112:1.
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 65:1.
Small firms (100-249 employees) were farthest from their ideal technical support ratio, the results show, while midsized companies (250-499 employees) were closest.
More information on IT staffing can be found at www.SupportIndustry.com.
4 comments:
Indeed, in some organizations, all problems are referred to an IT department for resolution. Such a strategy can be costly and not provide the coverage you need. As ratio of IT staff shorted but some good IT support companies provide good opportunities.
IT support herts
This is probably one o fthe reasons that large companies outsource their IT support department to other countries where labor is cheaper and the level of training is lower. In my personal opinion this lowers the quality of the support, I suppose the only rational solution is to expand the number of IT professionals through non-intimidatory education.
IT support London
I think a lot of people made a decision to be an IT staff rather than a regular employee. I mean most of the employees are already IT professionals. IT technical support is really popular today so it makes perfect sense.
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