how many users are recommended to be attended by each service desk member in manufacturing companies?
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When determining the ideal number of service desk members to users in a manufacturing company, especially considering geo-distribution, several key factors come into play:
Industry Benchmarks: While there's a general IT support benchmark of one support person for every 70 employees (avg),(literature tends to agree from 45 to 150 depending on the environment) this can vary based on specific circumstances.
Complexity of Support Requests: The nature of the issues handled plays a crucial role. More complex and time-consuming issues may require a lower staff-to-user ratio.
Level of Automation and Self-Service Options: The implementation of automated solutions and self-service portals can allow a single service desk member to support more users effectively.
Support Tiers: A tiered support system, with basic issues handled by Tier 1 and more complex issues escalated to higher tiers, can impact the ratio.
Peak Times and Staff Flexibility: Flexibility in staffing to handle peak periods is important, especially in manufacturing where demand can fluctuate.
Continuous Improvement: Regular analysis of support data can help in adjusting staffing levels to meet changing needs.
Time Zone Coverage: For geo-distributed services, covering multiple time zones might require more staff or shift-based scheduling.
Language and Cultural Differences: Providing support in multiple languages and understanding cultural nuances can influence the staff-to-user ratio.
Localized Support Needs: Different geographical locations may have unique requirements, affecting how support resources are allocated.
Remote vs. On-Site Support: The balance between remote and on-site support can vary by location, impacting staffing.
Network and System Infrastructure: The robustness of infrastructure connecting different locations can influence the volume and nature of support requests.
Centralized vs. Decentralized Support Model: Choosing between a centralized or decentralized support model impacts how resources are distributed and the overall efficiency.
In summary, determining the right number of service desk members in a geo-distributed manufacturing company involves balancing a complex mix of factors, including the nature of support requests, technological infrastructure, operational flexibility, and the specific challenges posed by supporting a diverse, global user base.
Not an easy question to answer, but hope this will help.