The Future of Desktop Support Rick Joslin HDI Executive Director, Certification & Training
Life is Changing In the beginning… Ever changing…
In the new world… • We need a new image. • We support the business. • We must keep abreast of current technologies.
New Image Desktop Support is the most common name after IT HelpDesk or Service Desk
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 More organizations are integrating Desktop Support with the Support Center.
Do Certifications Matter? • Required • Paid more • Impacts promotions • Influences hiring
Required Certifications • CompTIA • ITIL • HDI • Microsoft
Outsourcing Desktop Support • 82.9% do not out outsource this function • Is there a shift to bring it back in house?
Supporting the Business Alignment Skills Language Priorities ROI Value
Leverage Best Practices 71.0% Select technology aligned with ITIL. 25.5% align with HDI. And 17.0% align with KCS.
Required Support Technologies Top 3: Remote Control, Incident Management & Knowledge Management
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 Email and Website are most commonly used to collect Customer Satisfaction data
Staying Current with Technology And Trends • Bring Your Own Device • Mobility • Consumerization • Cloud • Virtual Environments
BYOD 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 Pros: • Enhanced productivity (perceived) • Better mobility • More availability • Cons: • Security (device and network) • Manageability • Supportability • Ownership • Expectations • IT knowledge and development lacking
Devices Supported • 86.1% of DS team support mobile devices • 67.8% support telecommunications
Consumerization of IT Providing more choice and more access points.
Cloud has moved the computing, and the data, but not the user or the device.
Virtualization Centralizing the data, the applications, and the configurations. Shifts from application support to connectivity support.
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 ThinkHDI.com/DS
Thank You Rick Joslin firstname.lastname@example.org 724-396-5975