|
If you have a question about any aspect of technical support and need an answer
quickly, click here to submit your question to our
expert and you'll have an answer in 24 hours or less. Please include the
following information: A brief description of your operation, the number of
staff in your operation, the number of contacts (Telephone, Email, Chat, etc.)
that your department handles each day.
|
 |
| Q |
Steve asks, How do I determine what staffing level I need for a remote office with 250 PC's. I have remote control capabilities for our local Help Desk, but also currently have one Desktop Tech on site. Is there any ratio or formula to use when calculating the support for PC's?
|
|
| A |
Steve, there are actually several models that you can use to determine your staffing level. One of them includes ratios, but you ratios are always dangerous because they are generalized.
I have several articles and papers that will help you with this problem. Send me an Email to RLast@thinkhdi.com with in the Subject Line and I'll be happy to send them to you.
I'm traveling on Tuesday, but I'll get them out to you late Tuesday afternoon.
Robert Last
|
|
|
 |
|
|
Robert
Last
Content Manager
HDI
Bob Last has 18 years experience in the technical support industry as a software support manager, help desk manager, project manager, trainer and consultant.
He specializes in real time technical support management , developing metrics programs, teaching problem solving and troubleshooting methodologies, strategic planning for support centers and training for technical support personnel. He is the author of over two dozen white papers and articles on technical support operations and management. Based in Cleveland, OH, he is the Content Manager for HDI.
|
|
Are you an expert in the support field? If you would like to be on HDI's panel
of experts, please
contact us and we'll discuss your experience and the opportunities we
offer.
|
|