"While situations vary, the average time it takes me to resolve a service ticket involving a hardware issue is 35 minutes. Software tickets usually take longer due to the complexity of application issues and the variety of root causes related to the problems. I've resolved hardware tickets in less than 5 minutes and have worked on some complex software issues for several days. Fortunately, the organizations I have worked for insist on documenting all of their service tickets. This provides the technical support engineers with references, documentation, and procedures they can use to resolve the same issues when they recur."
