The State of Desktop Support: What You Need to Know. Houston, Texas October 12, 2011

Transcription

1 The State of Desktop Support: What You Need to Know Houston, Texas October 12,

2 Rick Joslin HDI Executive Director Certification & Training 2

3 State of Desktop Support Desktop support is a strategic function within support organizations. Desktop support community is maturing. Professional development opportunities will continue to expand value. 3

4 What is Desktop Support? A support function responsible for the deskside and remote support of IT infrastructure, which include incidents or service requests escalated from the support center or self-service websites as well as the management of assets commonly assigned to employees. 4

5 General Responsibilities may include: Desktop Support Executive Support Program/Project Management Builds (Depots) Imaging Vendor Management Service Management On Boarding Moves Terminations Deployments Mergers & Acquisitions Divestitures Events Connectivity 5

6 Polling Question When did desktop support emerge as business function? 1960s 1970s 1980s 1990s 2000s 6

7 A Historical View 1946 ENIAC 1 Computer Created 1953 IBM 701 EDPM Introduced 1954 FORTRAN First High-level Programming Language 1964 Mouse is Created 1965 First Supercomputer CDC ARPANET Started 7

8 A Historical View 1971 Intel Introduces First Microprocessor 1971 Floppy Drive is Created 1973 Ethernet Computer Networking 1974 First Microcomputer by Altair 1975 IBM introduces the K of memory ($8,975) 64K of memory ($17,975) 8

9 A Historical View 1977 Commodore PET Apple II TRS VisiCalc Spreadsheet 1979 WordStar 9

10 A Historical View 1980 First Laptop Computers 1981 Microsoft DOS / IBM PC, model IBM XT / Lotus IBM AT 1984 Apple Macintosh first GUI 1985 Microsoft Windows First Plug and Play 1987 Microsoft Windows 2 10

11 A Historical View 1990 Microsoft Windows 3.0 & Microsoft Office 1993 Microsoft Windows NT & Microsoft Windows for Workgroups 1991 World Wide Web available to the public 1993 PDAs introduced 1998 Widespread use of the Internet 1999 Plug and Play now common 11

12 A Historical View 2000 Windows Windows XP 2004 Mozilla FireFox First Dual-core 64-bit desktop processors 2006 Intel Core 2 Processor 2007 Windows Vista 2009 Windows Apple ipad 12

13 The Support Organization The Support Center Analyst is the VOICE of the Support Organization. The Desktop Support Technician is the FACE of the Support Organization! 13

14 Desktop Support Less than 20 Years Old Tightly Aligned with the Support Center Second-level Support Partner Lack of Documented Best Practices Not Recognized as a Function in ITIL Certifications available for Technicians Community is Emerging 14

15 Desktop Support Certifications

16 The Desktop Support Research 95% of Practitioners and 94% of Outsourcers report having Desktop Support functions in their organizations 28% of Support Managers are responsible for both Desktop Support and the Support Center 33% of Desktop Support organizations service both internal and external customers 2011 HDI Desktop Support PSR 2009 HDI Desktop Support Survey 16

17 The Desktop Support Research 50% Responded that they have more than 10 staff dedicated to Desktop Support Staff Size Support Center Desktop Support % 22.0% % 27.7% % 27.0% % 23.4% According to the HDI 2009 Practices & Salary Survey Report 17

18 What was the State of Desktop Support? No Documented Best Practices No Community or Professional Association No Conference Lack of Professional Development Opportunities 18

19 HDI Responded Extended the HDI Community Provide a Leadership Networking Forum Expanded the HDI Annual Conference Developed Standards and Certifications Conducted Industry Research All Focused on the Desktop Support Profession 19

20 Cost per Incident Average cost per incident when resolved by: Desktop Support $30 Support Center Options Phone $20 $15 Chat $15 Web Request $13 Self-Help $ 7 Social Media $ 5 Source: HDI 2010 Practices and Salary Survey 20

21 Polling Question What percent of a desktop technician s average day focuses on incident management? 25% 40% 65% 80% 21

22 Percent of day spent on Incidents Source: HDI 2010 Practices and Salary Survey 22

23 Who is resolving incidents? Source: HDI 2010 Practices and Salary Survey 23

24 Why incidents increasing? 59% New customer equipment/ devices/applications 51.7% Number of customers 38.4% Change in infrastructure 33.3% Number of applications 31.1% Scope of services 28.6% Older equipment 25.1% Acquisitions / mergers Source: HDI 2011 Desktop Support Practices and Salary Survey 24

25 Why are incidents decreasing? 45.2% Service desk staff competency 32.1% Change in infrastructure 32.1% Knowledge management 29.8% Remote tools for support 29.8% Self-help 23.8% Number of customers 22.6% Customer competency Source: HDI 2011 Desktop Support Practices and Salary Survey 25

26 Polling Question How does your organization measure incidents and service requests. Incidents and service requests are measured separately Distinguish between the them, do not measure them separately Do not distinguish between incidents and service requests 26

27 Incidents versus Service Requests How does your organization measure incidents and service requests? Incidents and service requests separately 31% 46% Distinguish between them, but do not measure them separately 23% Do not distinguish between incidents and service requests Source: HDI 2011 Desktop Support Practices and Salary Survey 27

28 How much is being outsourced? Source: HDI 2010 Practices and Salary Survey 28

29 Top Skills for Desktop Support Technicians 1. Problem solving/ troubleshooting 2. Customer service/ interpersonal skills 3. Ability to work under pressure 4. Time management 5. Ability to prioritize 6. Creative thinking 7. Ability to multitask 8. Resourcefulness Source: HDI Desktop Support Advisory Board Ability to work in a team 10.Certifications 11.Technical aptitude 12.Initiative 13.Conflict management 14.Self-motivated 15.Patience/persistence 16.Ability to take ownership 29

30 Training time is consistent with Support Center Staff Source: HDI 2010 Practices and Salary Survey 30

31 Training heavily focused on Technology Source: HDI 2010 Practices and Salary Survey 31

32 Desktop Support Technicians stay longer than Level 1 Support Staff Source: HDI 2010 Practices and Salary Survey 32

33 Polling Question What is the most important factor when determining salary increases for a desktop support technician? Customer service skills Meeting job metrics Quality of work Support experience Technical Knowledge 33

34 Most important factors when determining salary increases are: 1. Quality of Work 2. Customer Service Skills 3. Meeting Job Metrics or Standards 4. Support Experience Overall 5. PC Support 6. Specific Technical Knowledge For Desktop Support Technicians Source: HDI 2010 Practices and Salary Survey 34

35 United States Salary Results Average US Salaries Desktop Support Technician (DST) Junior Level DST $ 45,162 Senior Level DST $ 58,247 Desktop Support Team Lead $ 59,649 Desktop Support Manager Dedicated DS Manager $ 77,889 Manager oversees other areas as well as DS $ 79,503 Director of Desktop Support $ 104,410 Source: HDI 2011 Desktop Support Practices and Salary Report 35

36 Committed to Developing Best Practices Initial focus defined by the Desktop Support Advisory Board: Process Technologies Metrics Additional topics will be defined and addressed as the community matures. 36

37 Desktop Support Key Processes 1. Incident Management Warranty and non-warranty repairs 2. Request Management On-boarding Processes Off-boarding Processes 3. Escalation Management 4. Problem Management 5. Change Management 6. Service Level Management 7. Security Management 8. Knowledge Management 9. Configuration Management 10.Asset Management Software Licensing Procurement 11.Release Management Large scale deployment projects 37

38 Desktop Support Key Technologies 1. Incident Management System 83.4% 2. Remote Control/Shadow Tools 81.0% 3. Knowledge Management System 52.0% 4. Alerts/Monitoring Tools 45.9% 5. Systems Management Tools 43.5% 6. Asset Management System 39.7% 7. Imaging System 36.1% 8. Application Packaging Software 35.4% 9. Customer Satisfaction Surveys 34.7% 10. Collaboration Tools 22.5% 11. Application License Management 17.3% Must have technology per 2011 DSPSR 38

39 Desktop Support Key Metrics 1. Cost per Incident/Service Request 2. Escalation Rate from Level 1 (percentage) 3. Escalated Level 1 Resolvable (percentage) 4. Incident to Service Request (ratio) 5. Resolved by Desktop Support (percentage) 6. Mean Time to Response 7. Longest Time in Queue 8. Average Time per Incident/Service Request 9. FTE per Devices Supported (ratio) 10. Incidents/Service Requests meeting SLA (percentage) 11. Customer Satisfaction 12. Technician Satisfaction 39

40 HDI, the Desktop Support Professional Community Research Online Resources e-newsletters, Publications, Industry Reports, Whitepapers, Webinars, Case Studies HDI Local Chapters (U.S.) Webinars Forums Conferences Public, On-site, and Online Training Professional Certifications 40

41 HDI Standards and Certifications Sponsored the HDI International Certification Standards Committee HDI Desktop Support Technician (2007) HDI Desktop Support Manager (2010) 41

42 Top Trends Impacting Desktop Support Increase in Apple Platform Support Mobile Device Support Bring Your Own Device (BYOD) Virtualization (Desktop & Application) Increase Remote User Support (telecommuting, small offices) 42

43 Call to Action Stay Current with the Best Practices. Network with your Peers. Learn from Others & Share your Experiences. Continue your Professional Development. Get Certified and Get Recognized. Join HDI and the Desktop Support community. Join HDI Desktop Support Professionals on LinkedIn Read the HDI Desktop Support Practices and Salary Report 43

44 State of Desktop Support Best Practices are Emerging. Professional Certifications are Available. Professional Development Needs are being Defined. Research is Ongoing. Community is Evolving. People are Connecting. 44

45 The State of Desktop Support: What You Need to Know Thank you! Rick Joslin