Is there some norm that determines how many users you have on one person from support?


Tell me, please, are there any rules on how many users and supported systems should fall on one staff support? Under the technical support not understand the call centre operator and the person who is addressing the problems. In my case two people have 640 computers + a lot of paperwork and warehouse, and is required to properly justify the head of that Department need people to service quality.
October 8th 19 at 01:51
5 answers
October 8th 19 at 01:53
I don't think there is a clear "norm", because the situation can be quite different. I had heard about the simple ratio of 1:100 it people in the company to the total number of employees. I.e. under 640 the users in your company must be about 6.4 employee in the IT Department.

To support the head, I suggest you first introduce the metrics of the service — time problem solving, their number, frequency of occurrence that is important to you. To negotiate the desired level of performance with management.

If management is satisfied with the level as it is now, so new employees do not need to solve these problems faster is not necessary. If the approved level is not achievable, here is the justification for the increase in the state.
Thanks for the reply! - Lempi_Ryan56 commented on October 8th 19 at 01:56
October 8th 19 at 01:55
Every IT system — uniclima, respectively norms — there can be.
In the average hospital, with standardized Park iron and stabbed, policies and other matters, it is considered that 1 person on 100-150 PCs, maybe more, especially if all it is "come — changed the computer."
With servers more difficult because of different architectures, tasks, etc., from 5 to 20 servers is physiologically harder, of course, if it's not HPC nodes =)
Thank you! - Lempi_Ryan56 commented on October 8th 19 at 01:58
October 8th 19 at 01:57
If we accept that the Park iron standard policy hard, and have a separate service Desk, communications, team management, servers and support team applications, then on-site support normally 1 person on 150-180 computers. Also nearby should be the second person for emergency (sickness) or planned (holiday) replacing the first.
October 8th 19 at 01:59
clear norms do not have IT divide in functionality and, when you shortage of people, increase the state
October 8th 19 at 02:01
In a previous work the structure around thousands of computers in different offices, countries and continents served by three people.
Every office help Desk without admin rights only for the replacement of iron and cartridges.
otherwise, good planning and only one problem was when after the next update came off the printer.

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