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General Chat Thread, Technicians per PC ratio gudielines? in General; Do BECTA or any other body have any offical/unoffical gudelines to the numper of technicans/suport staff to per PC workstaion ...
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    tosca925's Avatar
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    Technicians per PC ratio gudielines?

    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.

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    Geoff's Avatar
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    Re: Technicians per PC ratio gudielines?


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    Re: Technicians per PC ratio gudielines?

    URL doesn't seem to work ?... No I think becta site is down could it be they don't have enough technicians.

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    Geoff's Avatar
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    Re: Technicians per PC ratio gudielines?


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    Re: Technicians per PC ratio gudielines?

    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
    technicians.
    - 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.

    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.
    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.

  6. #6
    richard
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    Re: Technicians per PC ratio gudielines?

    Quote Originally Posted by Dos_Box
    or utilises the school receptionist as was suggested by Becta last year.
    There's no way that our office staff would that.

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    ChrisH's Avatar
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    Re: Technicians per PC ratio gudielines?

    Which crazy people put 1 to 400?

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    Geoff's Avatar
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    Re: Technicians per PC ratio gudielines?

    Must be using Diskless Thin Clients

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    Dos_Box's Avatar
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    Re: Technicians per PC ratio gudielines?

    That would be Ric then.

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    mark's Avatar
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    Re: Technicians per PC ratio gudielines?

    Where's the option for 1:50??

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    Re: Technicians per PC ratio gudielines?

    Agreed Mark... personally, 1:80 or so - but 1:100 is too much!

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    fooby's Avatar
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    Re: Technicians per PC ratio gudielines?

    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.

    fooby

  13. #13
    richard
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    Re: Technicians per PC ratio gudielines?

    We run at 1 : 150 or there about at present.

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    Geoff's Avatar
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    Re: Technicians per PC ratio gudielines?

    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.


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    fooby's Avatar
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    Re: Technicians per PC ratio gudielines?

    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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