TORONTO, Sept. 12 /CNW/ - 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, 46 per
cent smaller than they optimally should be.
The poll includes interviews with more than 270 CIOs from a stratified
random sample of Canadian companies with 100 or more employees. It was
conducted by an independent research firm and developed by Robert Half
Technology, a leading provider of information technology professionals on a
project and full-time basis.
CIOs were asked, "What is the ratio of internal end-users to technical
support employees at your company?" The mean response was 89:1.
CIOs were also asked, "What would be the ideal ratio of internal
end-users to technical support employees at your company?" The mean response
Survey results also indicated that CIOs from companies with 500-999
employees were closest to their ideal level of technical support, with a ratio
of end-users to IT staff of 74:1 versus an ideal of 51:1. Farthest from their
ideal were CIOs from small firms (100-249 employees), who said that their
ratio of end-users to IT support staff is 91:1, when in a perfect world it
would be 46:1.
"Many managers, particularly those with organizations experiencing
growth, are realizing their technical support or help desk teams can no longer
keep up with increasing end-user needs," said Katherine Spencer Lee, executive
director of Robert Half Technology. "An understaffed technical support
function can lead to a frustrated and less productive workforce, which
ultimately affects the company's bottom line."
Lee noted that organizations with ongoing, proactive information
technology recruiting strategies are in the best position to provide staff the
resources they need to succeed. "It is particularly difficult to find skilled
technical support professionals in the current competitive hiring environment.
Employers are now using multiple recruiting tactics, including placing want
ads in a variety of places, networking and enlisting the help of a specialized
staffing firm to help ensure a consistent pipeline of talent."
With more than 100 locations in North America, Europe and Asia, 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.
EDITOR'S NOTE: To schedule an interview for local commentary in Toronto,
Ottawa, Calgary, Edmonton or Vancouver, please contact Jason Chapman at
416-350-8143, extension 62070.
For further information:
For further information: Robert Half Technology, Jason Chapman, (416)
350-8143, extension 62070, email@example.com