Buried in a message in the CIO listserv today was a reference to this video on the challenges of staffing a help desk and supporting multiple desktop OS’s.
In this short video on ZDNet, the Director of Desktop Support for CNET, Justine Nguyen, does a great job of explaining how many employees a tech support staff can handle. She talks about six factors that can significantly increase the productivity for the support staff. She starts with a ratio of 60:1, but by implementing these six policies/practices, she suggests an increase to 125 users to one technician – more than doubling the ratio.
If this is interesting to you, check out what Microsoft has done with the Infrastructure Optimization model. Talk with your Microsoft account team about how to realize additional savings in your organization.