- Grid View
- List View
Slow and Steady Decline in Desktop Support Staffing
Although desktop and laptop computers are not the hot commodity they were 30 years, they still require a great deal of support. The good news, however, is that when viewed as a percentage of the total IT staff, desktop support personnel are becoming steadily more productive. This Research Byte explores some reasons for this trend.
Desktop Support Staffing Ratios 2022
When viewed as a percentage of the total IT staff, the percentage of desktop support personnel remains essentially unchanged. In this study, we use four metrics for benchmarking: desktop support staff as a percentage of the IT staff, PCs per desktop support staff member, applications per desktop support staff member, and users per support staff member. We also assess these ratios by organization size and sector. In addition, we provide benchmarks for the end-user support group, comprised of desktop support, help desk support, and IT training/documentation staff. We conclude with strategies for improving the efficiency of desktop support staff.
Staffing Ratios for Desktop Support
Desktop computers require support to maintain high levels of user productivity, and the need for mobility, security, and connectivity increase these support requirements. This study provides data on typical desktop support staffing ratios. First we look at desktop support staffing as a percentage of the total IT staff. We show how it has changed over time and how it varies by organization size. We then examine the ratio of PCs to desktop support headcount, broken down for small, midsize, and large organizations. We also consider whether industry sector influences these ratios and whether having many remote locations impacts staffing needs. We conclude with strategies for reducing PC technical support costs. (14 pp., 9 figs.)[Research Byte]