[41129] in Resnet-Forum
Re: IT Personnel ratio to customers supported?
daemon@ATHENA.MIT.EDU (Kimberly Doss-Cortes)
Thu Mar 24 16:03:23 2016
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Date: Thu, 24 Mar 2016 13:03:13 -0700
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU>
From: Kimberly Doss-Cortes <kim.doss@menlo.edu>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To: <BLUPR01MB3596D9D76C532FF3C3F5DAEEC820@BLUPR01MB359.prod.exchangelabs.com>
That's an important thing to consider, too. At Menlo, we don't support
student machines beyond getting them connected to wireless. At U of A, we
did hardware and software troubleshooting, installation and repair on
student machines, as long as the hardware was "user serviceable" (i.e. HDD,
NIC, RAM). We also did data recovery for students and staff/faculty. Anyone
affiliated with the University could bring their personally owned machine to
the support center for this help, including staff/faculty. There was no
charge for this, but the students paid a tech fee each semester that covered
our team and the wireless infrastructure on campus. The service desk was
24/7.
Kim Doss
Help Desk Supervisor
(650) 543-3840
-----Original Message-----
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Rocha,
Kevin
Sent: Thursday, March 24, 2016 12:58 PM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Re: IT Personnel ratio to customers supported?
Here at UNT Dallas we have about 350 Faculty/Staff and 2500 students. I
have 7 full time employees (including myself) and the equivalent of 8 more
in Student Workers. So our ratio is roughly 190 to 1 but we do not support
student owned personal machines in a break/fix situation.
Kevin Rocha
Manager, IT Support
University of North Texas System
T: 972.338.1445
C: 254.434.7739
E: Kevin.Rocha @untsystem.edu
-----Original Message-----
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Kimberly
Doss-Cortes
Sent: Thursday, March 24, 2016 2:54 PM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Re: IT Personnel ratio to customers supported?
Another thing to consider is whether there is departmental IT staff. At U of
A, we had central IT, then departmental IT staff of various size and focus.
Those numbers were not included in the breakdown I gave earlier, because
there wasn't any real record of the numbers or the types of jobs done by
those departmental staff members.
Kim Doss
Help Desk Supervisor
(650) 543-3840
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Lyons,
Andrew H
Sent: Thursday, March 24, 2016 3:39 AM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Re: IT Personnel ratio to customers supported?
UAlbany ITS has about 125 staff and maybe 40 student staff total. Of that,
we have 4 HelpDesk staff and 20 student staff. Our main customer base is
about 17,000 students and 5,000 employees. That makes our ratio 176:1.
I agree that the Focus of who is counted as "support staff" makes a
significant difference. Other local details matter, too, so it is hard to
compare apples to apples without context. For example, like others, we have
about 2/3 of ITS not directly customer facing, but UAlbany also has a
couple-few dozen distributed desktop and other support technicians who are
relevant but not counted.
Andrew
ITS HelpDesk
University at Albany
On Wed, Mar 23, 2016 at 9:12 PM -0700, "Kimberly Doss-Cortes"
<kim.doss@menlo.edu> wrote:
When I worked at the University of Arizona (also a research institution),
the help desk had 12 full-timers and ~40 student-employees. The entirety of
UITS was about 300 people, not including student-employees. There were just
over 42,000 students and 12,000 faculty/staff. That would be almost 187 end
users per full-time technology worker. For support personnel (including
student-employees), that was almost 1077 end users per support person.
Kim Doss
Help Desk Supervisor
(650) 543-3840
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Wendy
Worlund
Sent: Wednesday, March 23, 2016 1:14 PM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Re: IT Personnel ratio to customers supported?
Thanks all. FYI, UAH is classified as "R2: Doctoral Universities – Higher
research activity." I've been trying to find a published standard, and that
data all seems to be behind a price tag.
Wendy Worlund
Manager of Client Services
UAH - Office of Information Technology
VBH M22
(256) 824-2616
wendy.worlund@uah.edu
On Wed, Mar 23, 2016 at 3:04 PM, Kimberly Doss-Cortes <kim.doss@menlo.edu>
wrote:
We have about 750 students and 200 staff/faculty members. We have 2
full-time support people, and we currently have 7 student-employees who also
do support. For just support, that's about 1 employee to 105 users. If you
talk about our entire department, we have 9 full-timers and 8
student-employees. So, that's about 55 users to 1 employee. I'm not sure the
entirety of the department is a good measure, though, since most of the
department is tending to systems, data, networking, etc. I find the
support-to-user ratio a better indicator of services being offered to the
campus community. Most standards I have seen don't focus on higher
education, and they generally just give support-to-user ratios. (I believe
the last one I saw was 75 users to 1 support person.)
Kim Doss
Help Desk Supervisor
(650) 543-3840
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Wendy
Worlund
Sent: Wednesday, March 23, 2016 12:46 PM
To: RESNET-L@LISTSERV.ND.EDU
Subject: IT Personnel ratio to customers supported?
Hello friends,
I'm looking for a standard on the amount of personnel typically needed for x
amount of customers. So far, I can't find what I need online. (I don't have
an HDI subscription.)
We have approximately 40 full time employees and 14 students in OIT. We have
approximately 9,000 users to support (approximately 1,348 employees and
7,650 students last semester). I'm going to average that to say our ratio is
180 customers to 1 employee.
I'm trying to see where we fall in with most people. If you don't know the
standard, will you approximate what yours is for me?
Thanks in advance,
Wendy Worlund
Manager of Client Services
UAH - Office of Information Technology
VBH M22
(256) 824-2616
wendy.worlund@uah.edu
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