Staffing Ratios for Desktop Support

October, 2009


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]