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The Future of Desktop Support. Rick Joslin HDI Executive Director, Certification & Training. Is Desktop Support going away?. Will it be extinct?. Or is the role changing?. Life is Changing. In the beginning…. Ever changing…. In the new world…. We need a new image .

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The Future of Desktop Support

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The future of desktop support

The Future of Desktop Support

Rick Joslin

HDI Executive Director, Certification & Training

Is desktop support going away

Is Desktop Support going away?

Will it be extinct

Will it be extinct?

Or is the role changing

Or is the role changing?

Life is changing

Life is Changing

In the beginning…

Ever changing…

In the new world

In the new world…

  • We need a new image.

  • We support the business.

  • We must keep abreast of current technologies.

New image

New Image

Desktop Support is the most common name after IT HelpDesk or Service Desk

What do you call it

What do you call it?

  • Technical Support

  • Business Infrastructure Services (BIS)

  • Technology Service Center

  • Gadget Central

  • Geek Squad

  • Corporate Geeks

  • Apple Geniuses

A shift is happening

A Shift is Happening

More organizations are integrating Desktop Support with the Support Center.

More incidents resolved remotely

More Incidents Resolved Remotely

Skilled staff are still needed

Skilled staff are still needed.

Ds technology customer service

DS = Technology + Customer Service

Do certifications matter

Do Certifications Matter?

  • Required

  • Paid more

  • Impacts promotions

  • Influences hiring

Required certifications

Required Certifications

  • CompTIA

  • ITIL

  • HDI

  • Microsoft

Outsourcing desktop support

Outsourcing Desktop Support

  • 82.9% do not out outsource this function

  • Is there a shift to bring it back in house?

Supporting the business

Supporting the Business







It is not about technology

It is not about Technology

Leverage best practices

Leverage Best Practices

71.0% Select technology aligned with ITIL.

25.5% align with HDI.

And 17.0% align with KCS.

Required support technologies

Required Support Technologies

Top 3: Remote Control, Incident Management & Knowledge Management

Changes in business demands

Changes in Business Demands

54% of desktop support teams have seen a increase in ticket volume over the past year.

16% of desktop support teams have seen a decrease in ticket volume over the past year.

Incidents vs requests

Incidents vs Requests

Requests t ake m ore t ime

Requests Take More Time

Customers are going d irect to ds

Customers are Going Direct to DS

Customer satisfaction

Customer Satisfaction

Email and Website are most commonly used to collect Customer Satisfaction data

Staying current with technology

Staying Current with Technology

And Trends

  • Bring Your Own Device

  • Mobility

  • Consumerization

  • Cloud

  • Virtual Environments

The future of desktop support


Interesting stats:

  • Currently, 74% of companies allow some sort of BYOD

  • 89% have mobile devices connecting to their networks

  • More than 50% of network devices will ship without a wired port


  • Enhanced productivity (perceived)

  • Better mobility

  • More availability

  • Cons:

  • Security (device and network)

  • Manageability

  • Supportability

  • Ownership

  • Expectations

  • IT knowledge and development lacking

Devices supported

Devices Supported

  • 86.1% of DS team support mobile devices

  • 67.8% support telecommunications

Consumerization of it

Consumerization of IT

Providing more choice and more access points.

Cloud has moved the computing

Cloud has moved the computing,

and the data, but not the user or the device.



Centralizing the data, the applications, and the configurations.

Shifts from application support to connectivity support.

Some elephants will learn new skills

Some Elephants Will Learn New Skills

Some elephants w ill become stars

Some Elephants Will Become Stars

Free to hdi members

Free to HDI Members

To get additional research statistics, download or view online the

2014 HDI Desktop Support Practices & Salary Report

Also available via the HDI Reading Room app

Thank you

Thank You

Rick Joslin


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