WebJunction

Question: What would you consider a reasonable ratio of technical support people to computers in a non-profit organization?

Answer: The tech support issue really depends on certain variables. One thing I've noticed in the field is that it is important to look at the issue of tech support through a lens that is not just hardware related. For example, when thinking about the right tech support levels you need to consider the following:

What type of support needs do you have?

• Application

• Training

• Connectivity/Network Admin

• Hardware

What is the complexity of the organization's computer/technology systems?

How many sites, staff, and computers do you have in relation to each other?

What amount of tech support is already embedded in existing job descriptions?

What is your hardware replacement cycle? Is the organization committed to a three-year replacement cycle for its hardware, or does it just replace machines as necessary?

These are just some of the issues you need to look at in order to decide what amount and mix of tech support you need. I suggest that you take up this discussion with your team to develop a comprehensive tech support strategy that is cost-effective and appropriate.