What is your computer to IT technician ratio in your company?
It’s a question that’s rarely asked in business, but why? The reason is that most IT departments believe they are unique and special and cannot be compared to another unit. The truth is that nearly all businesses are different and although you can’t get the ratio down to an exact number, the band in which a company should sit is comparable.
If you believe yours is between thirty computers to one tech and eighty computers to one tech, you’re not alone. This is where we find most businesses with an internal IT department sit. However, I need to rattle your thoughts for a moment. It might surprise you to know that in an efficient and automated environment, the ratio should be between 150:1 to 200:1. So, up to 200 computers per IT technician.
So how can you improve your internal IT department support ratios, while not reducing the service delivered to your staff? Is it possible to achieve both?
We all know that large Australian organisations have been off-shoring jobs for a long time. If you’re like most Australians, you would rather speak to a technician who is actually in Australia. It’s even more relevant when you have an issue that you need them to resolve for you. Don’t get me wrong; I’m not saying overseas companies don’t have pleasant and polite staff. But how often do you feel that they’re only reading from a script? Contrast this with a local technician who is personable, real and genuinely there to help you.
So how does an organisation drive urgency and improve efficiencies in their IT department? For many, it starts off with the purchase and implementation of high-end support and automation tools. These can help but unfortunately, even with these in place; most IT departments never get their levels up anywhere near here.
We find some organisations go with a hybrid model – and employ a single junior technician and outsource the rest. That may sound like a great idea, but it’s a false economy. The amount of work the junior will end up doing is not very much – and what they can do will usually take a lot longer than if a more experienced person was to do it.
The smartest thing you can do from an operational and efficiency standpoint is to consider outsourcing your entire IT department to an Australian MSP (Managed Service Provider) who understand the market, your business and the Australian culture.
It might surprise you to know that over 80% of IT support can be done remotely. For everything else, a professional MSP technician can come onsite to see the unseeable, fix the unexplainable and do it faster, better and cheaper than an in-house employee.