A. Determining the "right" amount of PC support staff is a question that plagues large and small firms alike. Here are some of the factors that will affect the answer and a rule of thumb that you might find helpful.
Rule of Thumb
The following is based upon the composite experiences of a few organizations with 100 to 200 users. This is a listing of typical PC support activities and the average number of days per month required for minimum support.
|Activity||# Days per Month
|Telephone and in-person support||14 Work Days|
|Equipment maintenance||5 Work Days|
|Research and information gathering||15 Work Days|
|Information preparation and dissemination||4 Work Days|
|Hardware / software evaluation||5 Work Days|
|Management activities||6 Work Days|
|Contract negotiation||6 Work Days|
|Technical events||1 Work Day|
|Meetings||4 Work Days|
|Seminars/Training||6 Work Days|
Total Work Days:
Based on an average of 20 work days per month, an organization with 150 PCs would require 3 full-time support personnel (i.e., 61/20) or 1 person per 50 PCs. This is a fairly general rule; organizations that are highly reliant upon IT often need more PC support.