Originally Posted by b52junebug
Alright here is the deal. I have been tasked to figure out how many support staff it would take to support 1500 blackberry's. What do you use in your support structure? Are they dedicated handheld staff or part of another team? What team? How many types of devices do you support? Do you also support non-blackberry PDA's, smartphones? Are your locations spread out or close together?
This is to put together a support matrix, and I am not finding anything useful on the web.
SO, how many of you does it take to support 1500 people?
We have about 800 BlackBerry devices and 4 BES servers globally, with users and locations spread all over the globe. I am now the only BES admin (lucky me).
For users in the US (the largest concentation of users) funnel support calls thru our corporate Helpdesk (they have access to add/remove users on each BES and reset passwords). They also configure/program/ship Sprint/Nextel devices to end users. I do all the non-Sprint/Nextel device support (T-Mobile, VZW, AT&T).
For other locations we have local IT support staff that does 1st level support and they either call me or the HD for additional support (they do all the procurement of the devices locally).
Our Telecom guy in Canada recently left the company, so now I'm also doing all Canadian cell phone/BB support (none of it is going thru the HD).
Today I feel a little overhwelmed....