Response 2606395

Response to request for information

Reference

2606395

Response date

21 March 2024

Request

1. As a percentage of your entire IT staff, how many are Service Desk and Service Management Staff?
2. How many end users are supported by each Service Desk and Service Management FTE (or what is your ratio of Service Desk and Service Management staff FTE to end user FTE).
3. Expressed as a percentages, how many of your Service Desk and Service Management Staff are insourced and how many outsourced.
4. Expressed as a percentages, how many of your Service Desk and Service Management are permanent and how many temporary staff/agency.

Response

1. As a percentage of your entire IT staff, how many are Service Desk and Service Management Staff?

   ICT at Rushcliffe is a hybrid model so we have an Onsite team and a Remote team  provided by an outsourcing company, 87%  ICT team are either Service Desk or Service Management Staff

2. How many end users are supported by each Service Desk and Service Management FTE (or what is your ratio of Service Desk and Service Management staff FTE to end user FTE).

   We currently work with a 1 in 15 model

3. Expressed as a percentages, how many of your Service Desk and Service Management Staff are insourced and how many outsourced.

   25% insourced 75% outsourced

4. Expressed as a percentages, how many of your Service Desk and Service Management are permanent and how many temporary staff/agency.

   100% Permanent