Do BECTA or any other body have any offical/unoffical gudelines to the numper of technicans/suport staff to per PC workstaion numbers. I know there is industry figure brandished about but have never heard anytihng on Education.
Have any of you lot heard anything mentioned.
Would be interested to find out or if any of the Eduggek staff could bring this up in future meetings.
URL doesn't seem to work ?... No I think becta site is down could it be they don't have enough technicians.
Google Cache to the rescue.
It least it admits that you need at least 2 support staff (even if one is desk bound answering calls, or utilises the school receptionist as was suggested by Becta last year.Infrastructure - Advice & Support
How many ICT Technicians do you need?
It is extremely difficult to identify the optimal number of ICT Technicians for an institution. The
way technical support is conducted and the type and age of an ICT infrastructure may be
different in every institution.
Although this means there is no solution to suit all institutions, there are a number of common
factors which should be considered when estimating Technician workload.
- The reliability of the network and components
If the institution has a new network that is set up correctly it is likely to create fewer incidents
and problems, thereby reducing the workload. Alternatively, if the institution has an older
network which is poorly set up, the workload is likely to be greater and will require more ICT
- The efficiency of technical support
If technical support follows a structured, proactive approach to managing and supporting ICT
eg, as set out in the Framework for ICT Technical Support (FITS), fewer incidents and
problems are likely to occur which will reduce the workload. Alternatively, if technical support
is reactive the workload is likely to be greater requiring more technicians.
- The demands of ICT users
If users have low ICT confidence they will report more incidents and requests with technical
support. As a consequence the workload will be greater and may require more technicians.
Alternatively, if users are confident as a result of appropriate ICT training reported incidents
and subsequent workloads will be reduced.
- How many incidents are fixed at first point of contact
If technical support have a Service Desk in place that fixes a high percentage of incidents at
first point of contact the required number of technicians will be reduced. Alternatively, if few
incidents are fixed at first point of contact the technical support team will need more
technicians to deal with the workload.
So what does this mean?
The optimal number of ICT technicians will depend upon the type and nature of an
institution’s ICT infrastructure and management.
As a rough guide, an institution with:
•a reliable network
•efficient technical support
•ICT confident and trained users
•a staffed Service Desk
may require as few as one technician for every 150 computers.
Alternatively, an institution with:
•an older network
•or inefficient technical support
•or users lacking confidence and training
•or no Service Desk/single point of contact
may require more than 1 technician for every 50 computers. This ratio is only indicative, so please read on for suggested next steps.
Institutions must consider how their individual circumstances affect a Technician’s workload. Implementing a structured approach for ICT management and support (e.g. FITS) can reduce this workload, but aged networks, components and untrained users will continue to contribute
to a Technician’s work.
Ultimately, the question “How many Technicians do I need?” is less important than recognising where the Technician workload is coming from and considering how to deal with the source and reduce workloads in the future.
There's no way that our office staff would that.Originally Posted by Dos_Box
Which crazy people put 1 to 400?
Must be using Diskless Thin Clients
That would be Ric then.
Where's the option for 1:50??
Agreed Mark... personally, 1:80 or so - but 1:100 is too much!
In a thin client school I visited, they had 2 guys to about 600 thin clients. In our place, the technicians will do all things like fittin projectors and screens to building PC's. So we have 5 guys to 500 PC's, we managed to get 5 as we dont need to out source jobs to other places.
We run at 1 : 150 or there about at present.
Diskless thin clients are easy to troubleshoot though:
1. Reboot it.
2. Swap the network cable with the machine nearest.
3. Replace it with a spare.
Yeah, we hope so we are adding about 200 thin to our 500 fat network. Shouldnt be too hard as thins, as you say, are pretty easy to sort out
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