I work in a large enterprise (20,000 or so employees) with a tiered structure. The helpdesk is centralized, and try to keep hold times under 30 seconds on average. I am not sure of their staffing level, but its pretty high. The tier II guys (who visit the desktop, either physically or remotely) try to keep between 1 per 200 to 250. Then we have a small tier III group that sets standards, etc. Since the company is broken up into business segments, each with its own CIO and infrastructure, I don't know the exact number of tier III, but its about 30 or so people total.
This is just on the desktop side, not counting DBAs, Unix gurus, NT LAN administrators, project managers,........... In one business unit, our infrastructure group, which didn't include programmers, ran about 150 techs for 6000 employees. Not counting the helpdesk.
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I work in a large enterprise (20,000 or so employees) with a tiered structure. The helpdesk is centralized, and try to keep hold times under 30 seconds on average. I am not sure of their staffing level, but its pretty high. The tier II guys (who visit the desktop, either physically or remotely) try to keep between 1 per 200 to 250. Then we have a small tier III group that sets standards, etc. Since the company is broken up into business segments, each with its own CIO and infrastructure, I don't know the exact number of tier III, but its about 30 or so people total.
........... In one business unit, our infrastructure group, which didn't include programmers, ran about 150 techs for 6000 employees. Not counting the helpdesk.
This is just on the desktop side, not counting DBAs, Unix gurus, NT LAN administrators, project managers,