Although desktop support personnel as a percentage of the total IT staff hit a five-year peak just last year, we expect this staffing level to decline in the near future. 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 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 the IT training/documentation staff. We conclude with strategies for improving the efficiency of the desktop support staff. (24 pp., 11 fig.)
[Research Byte]
[Research Byte]