As your company grows, you need to maintain an appropriate level of help desk tier 1 staff to provide your employees with frontline support for basic computer and IT issues.
Users will expect the help to be there: Research by Robert Half Technology and HDI indicates that today's users demand IT support to be available anywhere and at any time. Here are some tips to help you determine your staffing requirements for help desk tier 1 support, so your team can be highly available.
What does your environment look like?
Every organization is different. The diversity and complexity of your IT footprint, as well as the number of employees, will affect how many help desk tier 1 support staff you should hire. If you're rolling out new computers and a slew of enterprise applications using multiple networks and operating systems, help desk tickets will be much more varied than a company using primarily one type of PC with one operating system.
An overall employee-to-help desk ratio of about 70:1 for organizations with a single operating system and network is considered suitable. That number drops to 45:1 for enterprise networks using a number of operating systems and no consistent hardware standard.
Do you need to hire more help desk professionals? We can help.
