Dangle_kt
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| posted on 5/2/09 at 03:52 PM |
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OT - IT Helpdesk Statistics
Hi guys,
I know there are a few ICT pro's who frequent this forum, I'm after asking a few questions of any in house ICT manager who logs work done
on a helpdesk system.
I have pulled some stats on the work the department has been doing and the time spent looks aweful, I'm after a rough guide as to what a small
ICT department should be operating at as a bit of guidance, as it might be good, bad or average but I've got nothing to compare it to.
I know its a long shot but if anyone could U2U me it would be great.
By the way, this is to help the team and prove to people upstairs that the resource level is right - I'm not trying to get rid of anyone!
Thanks!
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stevebubs
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| posted on 5/2/09 at 03:59 PM |
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Used to run an IT dept for a dotcom boom and buster.
At peak growth, the company was growing at over 100 people / month.
At about 350 people with 2 sites, we were running at 6 staff...
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tegwin
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| posted on 5/2/09 at 04:00 PM |
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I work on an ICT helpdesk (sort of) and we use an E-booking/helpdesk system... and the managers like to use that for stats...
But its pointless...
I would say that 75% of the jobs we do never end up on there... either because the "customer" refuses to use it, or because it is far to
time consuming for us to fill it in on their behalf...
That and the fact that our system is rubbish!
Its really frustrating also that the stats will show a lull in activitity....then there will be a massive peak all of a sudden ...
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Would the last person who leaves the country please switch off the lights and close the door!
www.verticalhorizonsmedia.tv
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Agriv8
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| posted on 5/2/09 at 04:09 PM |
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what level do you go from and to.
I work withing a Small IT team my range of duties durring a day could be :- assisting creating a power point presentaion for the Director (30 minutes
to a full day) to Planning & installing & migrating servers a blade server ( 3 month project )
We are responsible for anything IT
regards
Agriv8
Taller than your average Guy !
Management is like a tree of monkeys. - Those at the top look down and see a tree full of smiling faces. BUT Those at the bottom look up and see a
tree full of a*seholes .............
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James
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| posted on 5/2/09 at 05:16 PM |
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When I did desktop support at Nokia we were meant to hit an average of 7 'calls' per day. This was with about 6 of us handling approx.
1500 customers with *atleast* 1 PC each, sometimes with more.
For an average sort of problem like a software fix or install IIRC we had 3 working days to solve the call or it would get escalated.
If no call was logged by the customer then we didn't do it.
They could log calls online, via the phone-in helpdesk (team of 6 people) or in person at the customer service desk (1 person full time).
The calls would be passed from the helpdesk to the desktop team or to the server/network team depending on the problem.
But as I said, for the desktop team it was 7 calls a day you had to hit on average.
This included, software installs, new PC builds, software fixes, hardware installs, laptops etc. etc.
Hope that helps,
James
[Edited on 5/2/09 by James]
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"The fight is won or lost far away from witnesses, behind the lines, in the gym and out there on the road, long before I dance under those lights."
- Muhammad Ali
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ashg
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| posted on 5/2/09 at 05:25 PM |
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I work as a network engineer for the council we have 8 blokes and we manage 550 sites across kent. the work we do covers the internal lan's of
all the buildings and the wan between all sites.
my current project at the min is to replace all the LAN's at all 104 library sites in kent and put them on a faster wan link.
so far thats been 4months doing 1 or 2 sites per day.
Anything With Tits or Wheels Will cost you MONEY!!
Haynes Roadster (Finished)
Exocet (Finished & Sold)
New Project (Started)
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Dangle_kt
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| posted on 5/2/09 at 09:40 PM |
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hmmm.
Interesting stuff.
Thanks guys.
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Jubal
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| posted on 5/2/09 at 10:03 PM |
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Andy, I'm doing some work at the moment with an IT company who provide outsourced IT support services to approx 140 clients of varying sizes. If
I can't get the stats you need off the helpdesk team then no-one can. u2u me with whatever you want to know in enough detail so I can explain
to the manager there...tvm.
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