TORONTO, April 28 /CNW/ - Employees looking for help with a frozen computer screen or a mobile application glitch may be in for a long wait. Chief information officers (CIOs) interviewed in a recent survey said their companies' technical support teams are, on average, 38 per cent smaller than they would ideally be. The results are similar to a 2007 survey in which CIOs said their support teams were an average of 46 per cent smaller than their ideal.
The surveys were developed by Robert Half Technology, a leading provider of information technology (IT) professionals on a project and full-time basis. They were conducted by an independent research firm and are based on interviews with more than 270 CIOs from companies across Canada with 100 employees or more.
CIOs were asked, "What is the ratio of internal end-users to technical support employees at your company?" The mean response was 85:1.
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 53:1.
Large companies (500-999 employees) were farthest from their ideal technical support ratio, the results show, while small firms (100-249 employees) were closest.
"Many organisations who are experiencing an increase of end-user demands, are realizing that their technical support/help desk teams will need to expand to accommodate their growth," said Lara Dodo, Canadian regional vice president of Robert Half Technology.
Dodo added, "Unfortunately, understaffing in the IT support department can result in a frustrated and less productive workforce, which may ultimately have a negative impact to the company's profitability. Bringing in additional help desk professionals when volume of work is especially heavy, can prevent requests for help from stacking up too high."
With more than 100 locations worldwide, Robert Half Technology is a leading provider of technology professionals for initiatives ranging from web development and multiplatform systems integration to network security and technical support. Robert Half Technology offers online job search services at www.rht.com.
SOURCE Robert Half Technology
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