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ITIL :: View topic - Calculate Staff for Helpdesk Level 1 and on site support
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Calculate Staff for Helpdesk Level 1 and on site support

 
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alguzman
Newbie
Newbie


Joined: Feb 12, 2008
Posts: 2

PostPosted: Tue Feb 12, 2008 8:37 pm    Post subject: Calculate Staff for Helpdesk Level 1 and on site support Reply with quote

Hi,
I want to know, how can calculate the enough staff for Helpdesk Level 1 (request Phone, mail, ect) and the enough staff for on site support?
There is a formula? or Procedure?

thanks
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3320
Location: London, UK

PostPosted: Tue Feb 12, 2008 9:52 pm    Post subject: Reply with quote

Yes,

You make it up yourself.

But seriously and less sarcastic

1 - you figure your total # of hours per day that you need
2 - you figure out what the legal & allowable minimum # of staff is allowed to work and for how long
3 - using the number of hours of coverage - M-F 0800- 1800 10 hour day

1 person can work 8 - 10 hours per day.

so 1 person is the minimum staff

4 - you take into consideration - meal breaks, lunch etc, off time etc
5 - so you double the number to 2 minimum
6 - then you look at the call volume and other actions the staff is going to do
that would boost your staff numbers
the rest you guess.

If yuou go to university and take management course.. is there not a course on human resources

hmmm also has thisnot been answered before
_________________
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ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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