For IT organizations, improving service levels is a top priority, and the question of just how large a desktop support staff is required to optimally service the organization's IT users is a critical issue. The desktop support staff not only plays a key role in maintaining user productivity, but also serves as the front line of the IT department in ensuring the smoothness of its day-to-day operations. Today, the equation is being complicated by the mushrooming growth in smartphones and mobile systems, representing a new wave of technology being incorporated into the IT environment.
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