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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

The Future of Desktop Support

Rick Joslin

HDI Executive Director, Certification & Training

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.

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







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.

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

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.

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