Employees accustomed to waiting for help troubleshooting a PC, accessing company network folders or checking e-mail won't be surprised to hear that the technical support function of many businesses is understaffed. In a new survey, chief information officers (CIOs) polled said their companies technical support teams are, on average, 40% smaller than they optimally should be.

CIOs were asked, "What is the ratio of internal end-users to technical support employees at your company?" The mean response was 136:1.

CIOs also were asked, "What would be the ideal ratio of internal end-users to technical support employees at your company?" The mean response was 82:1.

Survey results also indicated that CIOs from the largest companies (greater than 1,000 employees) were closest to their ideal level of technical support, with a ratio of end-users to IT staff of 118:1 versus an ideal of 82:1. Farthest from their ideal were CIOs from midsize firms (250-499 employees), who said that their ratio of end-users to IT support staff is 131:1, when in a perfect world it would be 64:1.

The national poll includes interviews with more than 1,400 CIOs from a stratified random sample of U.S. companies with 100 or more employees. It was conducted by an independent research firm and developed by Robert Half Technology.

For more information, visit www.rht.com.


Interested in information related to this topic? Subscribe to our Information Technology eNewsletter.