2014 HDI Desktop Support Practices & Salary Report

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HDI is the worldwide professional association and certification body for the technical service and
support industry. Facilitating collaboration and networking, HDI hosts acclaimed conferences
and events, produces renowned publications and research, and certifies and trains thousands
of professionals each year.
HDI also connects solution providers with practitioners through industry partnerships and
marketing services. Guided by an international panel of industry experts and practitioners,
HDI is the premier resource for best practices and emerging trends.
Special thanks to Cinda Daly, Rick Joslin, Roy Atkinson, Jenny Rains, Mike Hanson, Cay
Robertson, and Kristy Trice for helping with the survey development, and to our research
partners for their support and for sharing the survey with their communities:
Copyright © 2014 UBM LLC. All rights reserved. Printed in the United States of America. ISBN: 978-1-57125-140-4
HDI
121 S. Tejon Street, Suite 1100 | Colorado Springs, CO 80903 | US and Canada: 800.248.5667 | www.ThinkHDI.com
HDI assumes no liability for error or omission.
No part of this publication may be reproduced without the consent of HDI, with the exception of trade publications
reporting on the data. In such cases, credit must be given to HDI.
HDI
®
is a registered trademark of UBM LLC. HDI is a part of UBM Tech, a division of UBM LLC.
ITIL
®
and IT Infrastructure Library
®
are registered trademarks of AXELOS Limited.
KCS
SM
and Knowledge-Centered Support
SM
are registered service marks of the Consortium for Service Innovation.
All other trademarks and service marks are the property of their respective owners.
About HDI
RESEARCH AND EDITORIAL
Director of Content: Cinda Daly
Senior Research Analyst: Jenny Rains
Senior Editor: Megan Selva
DESIGN
Group Creative Director: Steve Raia
Creative Director: David Nicastro
Art Director: Giulia Fini
Production Manager: Adeline Cannone
.................................................................................................................................................................6 Average number of tickets resolved by one desktop support technician in a month ...............................39
Average time to resolve a desktop support ticket ...................................................................................40
Average amount of dedicated work time (effort) a desktop support technician spends on a ticket ........41
Percentage of tickets escalated to another department or level .............................................................42
Percentage of tickets resolved on the first attempt by the technician ....................................................43
Amount of time desktop support tickets spend in the queue ..................................................................44
Percentage of tickets covered by an SLA/OLA that meet the specified goal or target .............................45
Customer Satisfaction
Customer satisfaction data collection frequency ...................................................................................46
Customer satisfaction data collection methods .....................................................................................46
Average desktop support customer satisfaction rating ..........................................................................47
The most common names for desktop support teams are variations on the following ...........................50
Desktop support model (i.e., distinct vs. blended) .................................................................................51
Location of the desktop support team staff ...........................................................................................51
Dedicated VIP/executive desktop support technicians ...........................................................................51
Hiring & Retention
Current hiring status..............................................................................................................................52
Challenged to find skilled desktop support professionals ......................................................................52
Average technician turnover rate over the past twelve months ..............................................................52
Average tenure in each position .............................................................................................................53
Measuring technician satisfaction .........................................................................................................53
Average technician satisfaction .............................................................................................................53
Training & Certification
Areas of training focus ...........................................................................................................................54
Methods used to train desktop support technicians ...............................................................................54
Primary training focus for new desktop support technicians .................................................................55
Time it takes for a new desktop support technician to work proficiently on his/her own .........................55
Industry position on certification for desktop support technicians .........................................................55
Certifications required for desktop support technicians .........................................................................56
Desktop support technicians are paid more for having the following certifications ...............................57
Home-Based Technicians
Desktop support technicians working from home ...................................................................................58
Differences for home-based technicians vs. on-site technicians ...........................................................59
Outsourcing Desktop Support Services
Percentage of organizations whose desktop support services are being outsourced ..............................59
Location of outsourced staff...................................................................................................................60
Currently outsourced desktop support services ......................................................................................60
Expectations for outsourcing in the next twelve months ........................................................................60
Factors influencing the decision to outsource or to consider outsourcing ..............................................61
Factors preventing the organization from outsourcing more ..................................................................61
Desktop support technician....................................................................................................................64
Desktop support team lead ....................................................................................................................65
Desktop support manager ......................................................................................................................66
Director of desktop support ....................................................................................................................67
Contents
Demographics: Who
the Data Represent
Technology &
Remote Support
Processes

Ticket Management
& Metrics
Ticket Management
& Metrics
(continued)
Staff & Structure
Desktop Support
Salaries
Executive Summary
Industries Represented
Industries supported outsourced service providers ................................................................................10
Industries supported by teams that are not outsourced service providers .............................................11
End Users Supported
Location of end-user base ......................................................................................................................12
End-user countries .................................................................................................................................12
Number of end users ..............................................................................................................................13
Types of devices supported.....................................................................................................................13
Total number of devices supported by each desktop support team ........................................................13
Technologies used by desktop support teams ........................................................................................16
Trends in technology use (with and without plans to upgrade) ..............................................................17
Factors motivating technology upgrades and implementations .............................................................18
Must-have technologies required to provide successful end-user desktop support ...............................19
Desktop support aligns technology purchases with the following ..........................................................19
Desktop support technologies are run from ............................................................................................20
Licensing models used by desktop support ............................................................................................21
Application packaging software used by desktop support .....................................................................22
Imaging systems used by desktop support ............................................................................................22
Systems management tools used by desktop support ............................................................................23
Remote Support
Remote support is provided by ...............................................................................................................23
Amount of desktop support resolved using remote support ....................................................................24
Percentage of desktop support organizations formally measuring the percentage of tickets
resolved remotely ............................................................................................................................24
Tools used to provide remote support .....................................................................................................25
Process Maturity Within Desktop Support
Warranty repairs .....................................................................................................................................28
Self-maintenance (nonwarranty repairs) ...............................................................................................28
Maintenance depot.................................................................................................................................28
New-hire provisioning ............................................................................................................................29
Termination asset recovery .....................................................................................................................29
Hardware asset management ................................................................................................................29
Large-scale deployments/projects .........................................................................................................30
Software and hardware procurement .....................................................................................................30
Service request fulfillment .....................................................................................................................30
Desktop support processes are based on the following ..........................................................................31
How organizations enforce compliance with desktop support processes ................................................31
Increases in ticket volume are attributed to the following factors .........................................................34
Decreases in ticket volume are attributed to the following factors ........................................................35
The percentage of tickets assigned to desktop support from each of the following channels ................36
Tickets are categorized as “desktop support” based on .........................................................................36
The percentage of organizations that distinguish between incidents and service requests ...................37
Number of incidents vs. number of service requests ..............................................................................37
Percentage of tickets handled by desktop support .................................................................................37
Average time to respond (includes only typical tickets, not urgent or high-priority tickets) ...................38
Percentage of tickets sent to desktop support that could have been resolved by the
support center (level 1) ...................................................................................................................39
5 2014 HDI Desktop Support Practices & Salary Report
Executive Summary
If you had to choose between coffee and a
nap, you’d probably pick a nap (who wouldn’t?). But who
has time for a nap? Bring on the sugar and cream—I need
my coffee!
Caffeine is the most widely used legal stimulant in the
world, with about 80 percent of it consumed in the form
of coffee. In this day and age, is there a demographic that
needs it more than the technical support community?
Desktop support teams and management spend their
days trying to keep up with and manage new devices
and applications, while also managing increasing ticket
loads and keeping the business running smoothly. The
data presented in this report provide insight into the inner
workings of the desktop support community, including its
practices, processes, metrics, technology, and salaries.
HDI, the worldwide professional association and
certification body for the technical service and support
industry, conducted its fourth annual desktop support
research study between December 2013 and January
2014. The online survey was completed by 1,369 desktop
support professionals representing more than thirty
industries around the world. The survey collected responses
from teams based in the United States (80%), Canada
(7%), Poland (4%), Australia (3%), and a number of other
countries (<1% each). While most of the respondents’
organizations are based in the United States, 77 percent
of the desktop support teams are supporting end users
in multiple locations, including 26 percent that support
end users in multiple countries. The number of end users
supported ranges from fewer than 200 to more than
20,000. A complete look at the types of organizations that
participated in the survey is available in the demographics
section of this report.
The demographics section is followed by sections that
present the results for desktop support technologies
and remote support, processes, ticket management and
metrics, and staffing and structure (including home-based
technicians). The report concludes with the salary section,
which contains salary ranges and current average salaries
by position, as well as average years of experience. In this
executive summary, we’ve highlighted some of the most
noteworthy findings from each section of the report.
Technology & Remote Support
In 2012, it was a surprise to see remote support tools voted
the most important tool for desktop support teams to have,
more important even than incident management systems.
After three years in the top spot, however, it’s no longer
surprising. Almost 43 percent of organizations are resolving
more than half of their tickets through remote support (up
from 39% in 2013 and 34% in 2012). Coming in right
behind remote support tools are incident management
systems. Many organizations (28%) are planning to either
bring in new systems or upgrade their current incident
management systems in order to improve their processes
and service quality.
Processes
While the industry as a whole seems to be improving its
process definitions and documentation, many organizations
are simply not enforcing them. For example, 44 percent of
organizations have defined processes around termination
asset recovery, but only 29 percent are enforcing those
processes, which has a direct impact on the loss of
company equipment. Another example is warranty repairs.
Forty-eight percent of organizations have defined processes,
yet only 28 percent are enforcing those processes.
For those organizations that do enforce their desktop
support processes, the most popular means of enforcing
compliance with organizational processes is through closed-
ticket review (57%), open-ticket review/queue (54%), and
customer surveying (49%).
Ticket Management & Metrics
Desktop support ticket volumes continue to increase year
over year. Fifty-four percent reported an increase from the
previous year, and new customer equipment, devices, and
applications are still the primary causes. Sixteen percent
of organizations saw a decrease in the number of tickets
received from the previous year, and, of those, 47 percent
attributed this to the competency of the service desk
(level 1). This is also reflected in the percentage of tickets
assigned to desktop support from the service desk, as
opposed to customers directly contacting desktop support
technicians through email, walk-up, or even chat.
When classifying tickets, 69 percent (up 7% from
last year) of desktop support teams distinguish between
incidents—unplanned work required to fix something—
and service requests—nothing is broken, but a service is
needed (usually planned or scheduled work)—although
not all of those organizations measure and report the
two ticket types independently. Fifty-three percent of the
tickets received by desktop support are incidents, while
44 percent are service requests.
Staff & Structure
In 2012, 59 percent of organizations reported that their
desktop support and service desk teams were separate
entities, providing distinct functions. In 2013, this was
down to 54 percent, and it decreased again in 2014,
below 52 percent. It seems that more organizations are
training frontline agents to handle the desktop support role
as well. The use of remote support at both the front line
and desktop support levels could be influencing the shift
to a blended model.
The industry continues to struggle to find appropriately
skilled people to fill the role of desktop support technician.
Once technicians are on board, it takes most of them more
than one month to work proficiently on their own, with the
primary training focus for new hires being technologies
used by customers.
About 29 percent of organizations allow at least some
of their technicians to work from home at least part of the
time, and 54 percent of those dispatch to the location of
the supported device as needed. Meanwhile, 17 percent of
organizations are outsourcing at least some desktop support
services (down from 21% in 2013), most often for reasons
associated with cost or the need for expertise (including
language requirements). Most outsourced desktop support
staff are in country and at third-party locations.
Desktop Support Salaries
Most desktop support teams (63%) comprise more
than one level of desktop support technician, with
those at the senior level having about two more years
of experience and making about US$10,000 more than
those at the junior level. In addition, about 51 percent of
organizations have desktop support team leads with even
more experience and higher salaries. While 57 percent of
organizations have dedicated desktop support managers,
23 percent have desktop support managers who oversee
other areas, such as support centers, network support, or
server support. Both types of managers, however, have
similar experience and salaries. Forty-eight percent of
organizations have directors of desktop support, and those
individuals have, on average, about thirteen years of IT
support experience.
Thanks!
To all those desktop support professionals who downed that
extra cup of coffee in order to participate in this important
industry research, cheers to you! We appreciate your time
and effort in sharing your knowledge and practices. With
your support, HDI is able to provide industry research that
empowers technical support leaders. Thank you!
For more industry reports, research briefs, and
infographics, visit www.ThinkHDI.com/Research!
Desktop support is the function primarily responsible for
responding to tickets (incidents, questions, and service requests)
that relate to hardware, software, and applications used directly
by end users. This function is also responsible for the management
of assets assigned to end users and projects related to deployment,
movement, additions, or changes (DMAC). Desktop support tickets
may be resolved remotely, at the user s location, via walk-up, or via
equipment returns. In some organizations, this function is referred to as
f ield services, deskside support, or deskside services.
7 2014 HDI Desktop Support Practices & Salary Report 6
Who the Data Represent
8 9 2014 HDI Desktop Support Practices & Salary Report Demographics: Who the Data Represent
Accounting
Advertising/Marketing
Aerospace
Automotive
Chemical/Biotechnical
Computers – Hardware
Computers – Software
Construction/Development
Consulting
Consumer Products
Distribution
Education – K-12
Education – Higher Education
Education – Other
Entertainment
Financial Services – Banking
Financial Services – Securities
Financial Services – Other
Food and Beverage
Government – Local
Government – State
Government – Federal
Government – Other
Healthcare
Insurance
Legal
Manufacturing (noncomputer)
Mining
Media/Publishing
Nonprofit/Association
Oil/Gas (nonretail)
Pharmaceutical
Real Estate
Retail
Telecommunications
Travel
Utilities/Energy
Other
Accounting
Advertising/Marketing
Aerospace
Automotive
Chemical/Biotechnical
Computers – Hardware
Computers – Software
Construction/Development
Consulting
Consumer Products
Distribution
Education – K-12
Education – Higher Education
Education – Other
Entertainment
Financial Services – Banking
Financial Services – Securities
Financial Services – Other
Food and Beverage
Government – Local
Government – State
Government – Federal
Government – Other
Healthcare
Insurance
Legal
Manufacturing (noncomputer)
Mining
Media/Publishing
Nonprofit/Association
Oil/Gas (nonretail)
Pharmaceutical
Real Estate
Retail
Telecommunications
Travel
Utilities/Energy
Other
OUTSOURCED SERVICES PROVIDERS MAKE UP 13 PERCENT OF THE SURVEY RESPONSES.
THIS GROUP SUPPORTS THE FOLLOWING INDUSTRIES:
EIGHTY-SEVEN PERCENT ARE NOT OUTSOURCED SERVICES PROVIDERS.
THESE DESKTOP SUPPORT TEAMS SERVE THE FOLLOWING INDUSTRIES:
13.3
10.0
4.4
12.2
5.6
21.1
25.0
11.7
17.8
8.3
7.8
12.8
6.1
7.2
7.8
21.1
16.7
18.9
7.8
9.4
7.2
12.8
3.9
22.2
14.4
10.6
20.0
2.8
6.1
11.1
5.6
7.8
11.1
12.8
12.2
7.2
7.2
1.7
Percentage serving each industry Percentage serving each industry
0.7
0.7
0.8
0.9
0.8
1.3
5.7
1.4
2.3
0.8
1.1
1.4
12.1
2.0
0.8
4.7
0.8
2.9
1.5
4.4
2.5
3.3
0.5
11.8
4.0
1.9
7.5
0.8
0.7
2.6
1.0
0.8
0.6
3.9
2.4
0.8
3.1
4.9
Industries Represented
DEMOGRAPHICS
10 Demographics: Who the Data Represent 11 2014 HDI Desktop Support Practices & Salary Report
End Users Supported
DEMOGRAPHICS
LOCATION OF END-USER BASE: NUMBER OF END USERS:
TOTAL NUMBER OF DEVICES SUPPORTED BY EACH DESKTOP SUPPORT TEAM:
■ Single site/single country
■ Multiple sites/single country
■ Multiple countries
■ Fewer than 200
■ 200–499
■ 500–999
■ 1,000–1,999
■ 2,000–2,999
■ 3,000–4,999
■ 5,000–9,999
■ 10,000–20,000
■ More than 20,000
■ Fewer than 500
■ 500–999
■ 1,000–2,999
■ 3,000–4,999
■ 5,000–9,999
■ 10,000–14,999
■ 15,000–19,999
■ 20,000–29,999
■ 30,000–50,000
■ More than 50,000
* Desktop support teams have customers
in more than forty additional countries.
Only countries with three percent or more
are depicted in the graph.
Percentage of desktop support teams
Percentage of desktop support teams
Percentage of desktop support teams
supporting each type of device
Percentage of desktop support teams
END-USER COUNTRIES:
United States of America
Canada
United Kingdom
Australia
Mexico
China
Germany
India
France
Japan
Poland
Brazil
Singapore
Spain
Italy
Ireland
Switzerland
The Philippines
Belgium
New Zealand
South Africa
The Netherlands
Sweden
Argentina
Thailand
Chile
Denmark
Malaysia
Portugal
South Korea
Taiwan
Indonesia
Austria
Turkey
83.3
23.4
12.9
10.4
9.9
9.2
9.1
9.1
8.4
7.7
6.9
6.6
6.1
5.7
5.3
5.1
5.0
4.8
4.5
4.3
4.3
4.2
4.1
3.9
3.9
3.7
3.7
3.7
3.7
3.7
3.6
3.4
3.1
3.1
Desktops/laptops (PC, Mac, etc.)
Peripherals (printers, scanners, etc.)
Mobile devices (smartphones, iPads, etc.)
Audio/visual (presentation equipment, projectors, TVs, sound system, video walls, etc.)
Telecommunications (desk phones, PBX, headsets, VoIP, etc.)
Network devices (routers, switches, WAPs, hubs, etc.)
Other (SIM client, POS, kiosk etc.)
TYPES OF DEVICES SUPPORTED:
95.7
90.7
86.1
71.7
67.8
67.3
51.6
23%
51%
26%
17%
10%
12%
9%
6%
10%
12%
10%
14%
21%
7%
20%
11%
14%
6%
4%
5%
5%
7%
Percentage of desktop support teams
supporting end users in each country
12 13 2014 HDI Desktop Support Practices & Salary Report Demographics: Who the Data Represent
14 15 2014 HDI Desktop Support Practices & Salary Report Technology & Remote Support
TECHNOLOGY & REMOTE SUPPORT

Alerts/monitoring tools
Application license management
Application packaging software
Asset management system
Collaboration tools
Customer satisfaction surveys
Imaging system
Incident management system
Knowledge management system
Remote control
Systems management tools (e.g., SCCM)
Alerts/monitoring tools
Application license management
Application packaging software
Asset management system
Collaboration tools
Customer satisfaction surveys
Imaging system
Incident management system
Knowledge management system
Remote control
Systems management tools (e.g., SCCM)
TECHNOLOGIES USED BY DESKTOP SUPPORT TEAMS: TRENDS IN TECHNOLOGY USE (WITH AND WITHOUT PLANS TO UPGRADE):
53.7 14.1 7.4 18.6 6.2
45.2 11.2 10.3 22.2 11.1
51.9 13.8 5.4 17.7 11.2
49.3 18.9 9.6 14.3 7.9
55.5 14.3 6.2 12.8 11.2
53.2 14.8 10.7 14.8 6.4
56.5 14.8 4.0 14.6 10.1
60.7 23.7 4.3 6.0 5.2
51.6 20.1 10.1 12.8 5.4
73.3 13.7 3.2 4.8 5.1
55.3 14.2 5.8 12.3 12.5
Percentage of desktop support teams
Percentage using each technology
67.8
63.5
69.9
56.4
51.1
52.8
65.7
62.5
64.0
68.2
65.6
68.9
69.8
63.8
70.8
68.1
65.5
73.5
71.4
71.6
77.3
84.4
87.0
89.8
71.7
66.7
69.1
87.0
90.1
91.3
69.5
65.7
69.1

■ We use this and have no plans to replace/upgrade in the next twelve months
■ We are planning to replace/upgrade this in the next twelve months
■ We do not use this but are planning to implement it in the next twelve months
■ Do not use this
■ I don’t know
■ 2014 ■ 2013 ■ 2012
16 17 2014 HDI Desktop Support Practices & Salary Report Technology & Remote Support
TECHNOLOGY & REMOTE SUPPORT
82% of
desktop support
organizations
are planning
technology
implementations
in the next
twelve months.
Percentage selecting each factor
FACTORS MOTIVATING TECHNOLOGY UPGRADES AND IMPLEMENTATIONS:
Continual process improvement
Improve customer experience
Lifecycle replacement
Cost
Business alignment
Expanded services
Compliance requirements
Customer growth
Noncompliance (i.e., the current technology is not
compliant with other software or systems)
Support delivery changes
Business model changes (e.g., outsourced functions)
Staffing changes
Vendor no longer supports current technology
Warranty expiration
Other
56.0
61.1
52.2
60.1
37.0
39.7
35.1
38.0
34.6
26.2
33.0
39.2
32.3
24.4
27.4
31.0
19.9
19.6
14.7
20.4
13.9
12.3
13.1
14.3
13.0
15.2
12.0
14.8
2.4
3.0
■ 2014 ■ 2013
DESKTOP SUPPORT ALIGNS TECHNOLOGY PURCHASES WITH THE FOLLOWING:
ITIL
HDI Support Center Standard
Knowledge-Centered Support (KCS)
Six Sigma
Microsoft Operations Framework (MOF)
LEAN
ISO 9000
COBIT
Total Quality Management (TQM)
ISO/IEC 20000
Capability Maturity Model (CMMI)
Kaizen
Process Maturity Framework (PMF)
DevOps
Universal Service Management Body of
Knowledge (USMBOK)
71.0
25.5
17.0
14.4
14.0
13.0
11.1
7.5
7.5
6.0
5.9
5.2
4.0
3.9
1.9
MUST-HAVE TECHNOLOGIES REQUIRED TO PROVIDE SUCCESSFUL END-USER DESKTOP SUPPORT:
Rank based on votes for each technology
Remote control
Incident management system
Knowledge management system
Systems management tools (e.g., SCCM)
Alerts/monitoring tools
Asset management system
Customer satisfaction surveys
Imaging system
Application packaging software
Collaboration tools
Application license management
Rank 2011 2012 2013 2014
1
2
3
4
5
6
7
8
9
10
11
Percentage aligning with each selection
18 19 2014 HDI Desktop Support Practices & Salary Report Technology & Remote Support
TECHNOLOGY & REMOTE SUPPORT
DESKTOP SUPPORT TECHNOLOGIES ARE RUN FROM:
[Includes responses only from those organizations that have each technology]
LICENSING MODEL(S) USED BY DESKTOP SUPPORT:
[Includes responses only from those organizations that have each technology]
83
13
9
1
78
15
9
2
85
10
6
2
80
11
9
2
74
13
16
2
65
16
21
2
86
9
4
2
73
15
13
2
72
16
15
1
78
13
13
2
85
11
7
1
17
26
29
5
25
26
18
34
4
21
17
28
30
2
23
16
30
30
5
22
15
27
32
4
22
15
22
35
6
18
20
29
26
3
23
16
32
31
3
19
17
27
30
5
21
18
28
31
4
21
18
30
27
3
24
Alerts/monitoring tools
Application license management
Application packaging software
Asset management system
Collaboration tools
Customer satisfaction surveys
Imaging system
Incident management system
Knowledge management system
Remote control/shadow tools
Systems management tools
Alerts/monitoring tools
Application license management
Application packaging software
Asset management system
Collaboration tools
Customer satisfaction surveys
Imaging system
Incident management system
Knowledge management system
Remote control/shadow tools
Systems management tools
■ In-house server(s)
■ Managed services provider server(s)
■ Internet-based computing environment(s)
■ Other
■ One-time purchase for life, includes maintenance
■ One-time purchase for life, maintenance not included
■ Subscription, renewed on a schedule
■ Other
■ I don’t know
Percentage of organizations
Percentage of organizations
20 21 2014 HDI Desktop Support Practices & Salary Report Technology & Remote Support
TECHNOLOGY & REMOTE SUPPORT
APPLICATION PACKAGING SOFTWARE USED BY DESKTOP SUPPORT:
[Includes responses only from those organizations that use application packaging software]
IMAGING SYSTEMS USED BY DESKTOP SUPPORT:
[Includes responses only from those organizations that use imaging systems]
REMOTE SUPPORT IS PROVIDED BY:
Percentage of organizations
Percent of organizations using each software
Support center staff
Desktop support staff
Other
None
SCCM (Microsoft)
Ghost Solution Suite (Symantec)
Microsoft Deployment Toolkit (Microsoft)
Windows System Image Manager (Microsoft)
Altiris (Symantec)
Support Center Operations Manager (Microsoft)
IBM Tivoli Endpoint Manager (IBM)
LANDesk Management (LANDesk)
Acronics
ARD (Apple Remote Desktop)
Kace (Dell)
Zenworks (Novell)
Swimage (Intrinsic)
SCCM (Microsoft)
Altiris (Symantec)
Support Center Operations Manager (Microsoft)
APPv (Microsoft)
LANDesk Management (LANDesk)
IBM Tivoli Endpoint Manager (IBM)
CA Client Automation (CA Technologies)
Zenworks (Novell)
Kace (Dell)
ARD (Apple Remote Desktop)
Wise Package Studio (Symantec)
Admin Studio (FrontRange)
Marimba (BMC)
76.9
75.4
17.5
2.9
SYSTEMS MANAGEMENT TOOLS USED BY DESKTOP SUPPORT:
[Includes responses only from those organizations that use systems management tools]
Percent of organizations
using each tool
SCCM (Microsoft)
Support Center Operations Manager (Microsoft)
Altiris (Symantec)
Ghost Solution Suite (Symantec)
IBM Tivoli Endpoint Manager (IBM)
ARD (Apple Remote Desktop)
Zenworks (Novell)
CA eHealth SystemEDGE (CA Technologies)
Kace (Dell)
LANDesk Management (LANDesk)
61.1
19.9
13.2
10.4
7.7
6.8
5.7
4.0
1.4
1.1
41.9
21.6
19.9
13.7
11.8
8.0
7.2
6.8
6.2
4.9
4.6
4.3
1.2
49.7
15.9
14.4
12.0
11.6
9.9
6.4
6.1
5.3
4.8
4.5
3.9
2.8
Percent of organizations using each system
Remote Support
22 23 2014 HDI Desktop Support Practices & Salary Report Technology & Remote Support
TECHNOLOGY & REMOTE SUPPORT
AMOUNT OF DESKTOP SUPPORT RESOLVED USING REMOTE SUPPORT: TOOLS USED TO PROVIDE REMOTE SUPPORT:
[Includes only those organizations that provide remote support]
Percentage using each tool
* Chart includes tools in use in more than one
percent of organizations.
Microsoft Remote Desktop Connection/RDC (Microsoft)
SCCM (Microsoft)
Windows Remote Assistance (Microsoft)
Bomgar
VNC (RealVNC)
LogMeIn
Webex (Cisco)
GoToAssist (Citrix)
TeamViewer
Mini Remote Control (Dameware)
Altiris (Symantec)
LANDesk Management (LANDesk)
pcAnywhere (Symantec)
Apple Remote Desktop (ARD)
GoToMyPC (Citrix)
Microsoft Lync desktop sharing
Tivoli Remote Control (IBM)
Novell Remote Control
CA Remote Console (CA Technologies)
CA SupportBridge (CA Technologies)
33.7
24.1
19.0
17.4
16.4
13.0
12.7
11.7
11.1
10.7
7.7
7.2
6.6
6.4
4.7
2.9
2.9
2.7
2.0
1.4
■ 1–25% of tickets
■ 26–50% of tickets
■ 51–75% of tickets
■ 76–99% of tickets
■ 100% of tickets
PERCENTAGE OF DESKTOP SUPPORT ORGANIZATIONS FORMALLY
MEASURING THE PERCENTAGE OF TICKETS RESOLVED REMOTELY:
[Includes only those organizations that provide remote support]
Percentage of organizations
Percentage of organizations
2014
2013
2012
2011
33.0
33.0
31.1
21.3
2014 2013 2012
2% 2% 1%
28%
33%
35%
30%
28% 31%
13% 13%
11%
27% 24%
22%
24 25 2014 HDI Desktop Support Practices & Salary Report Technology & Remote Support 25
26 Processes 27 2014 HDI Desktop Support Practices & Salary Report
PROCESSES
[Respondents were asked to select all applicable options for each practice area; charts include
only desktop support teams responsible for each practice area.]
WARRANTY REPAIRS
Percentage of organizations
Undefined
Being developed
Defined
Documented
Enforced
Measured/tracked
10.5
8.2
47.6
34.6
27.5
32.0
SELF-MAINTENANCE (NONWARRANTY REPAIRS)
Percentage of organizations
17.8
8.4
43.8
28.8
19.3
24.8
Undefined
Being developed
Defined
Documented
Enforced
Measured/tracked
TERMINATION ASSET RECOVERY
Percentage of organizations
8.8
13.2
43.5
36.8
28.8
30.3
Undefined
Being developed
Defined
Documented
Enforced
Measured/tracked
MAINTENANCE DEPOT
19.1
11.4
39.3
27.3
21.3
24.0
Undefined
Being developed
Defined
Documented
Enforced
Measured/tracked
Percentage of organizations
HARDWARE ASSET MANAGEMENT
5.5
13.3
37.1
30.3
21.7
28.4
Undefined
Being developed
Defined
Documented
Enforced
Measured/tracked
Percentage of organizations
NEW-HIRE PROVISIONING
Undefined
Being developed
Defined
Documented
Enforced
Measured/tracked
6.4
13.0
43.3
41.1
29.5
31.4
Percentage of organizations
Process Maturity Within Desktop Support
28 29 2014 HDI Desktop Support Practices & Salary Report Processes
PROCESSES
LARGE-SCALE DEPLOYMENTS/PROJECTS
Percentage of organizations
Undefined
Being developed
Defined
Documented
Enforced
Measured/tracked
SOFTWARE AND HARDWARE PROCUREMENT
Percentage of organizations
Undefined
Being developed
Defined
Documented
Enforced
Measured/tracked
SERVICE REQUEST FULFILLMENT
Undefined
Being developed
Defined
Documented
Enforced
Measured/tracked
Percentage of organizations
HOW ORGANIZATIONS ENFORCE COMPLIANCE WITH DESKTOP SUPPORT PROCESSES:
57.2
53.8
49.3
47.8
46.4
39.6
15.3
1.0
Closed-ticket review
Open-ticket review/queue review
Customer surveying
Individual performance review
Coaching/mentoring
Audits
Service improvement project
Other
Percentage of organizations using each
9.4
12.6
43.4
35.5
24.5
34.4
5.2
10.1
48.6
39.1
27.8
32.3
4.8
8.9
47.7
41.1
28.9
41.0
DESKTOP SUPPORT PROCESSES ARE BASED ON THE FOLLOWING:
ITIL
HDI Support Center Standard
Microsoft Operations Framework (MOF)
LEAN
ISO 9000
Six Sigma
Knowledge-Centered Support (KCS)
Total Quality Management (TQM)
ISO/IEC 20000
COBIT
Capability Maturity Model (CMMI)
Process Maturity Framework (PMF)
Kaizen
Other
None
Percentage of organizations using each
■ 2014
■ 2013
56.1
13.3
5.2
5.2
5.3
4.5
5.2
3.0
2.5
3.1
1.6
0.8
2.4
3.1
30.3
52.5
16.1
8.7
7.5
7.2
6.6
6.4
3.3
2.9
2.8
2.7
2.4
2.3
2.9
24.1
30 31 2014 HDI Desktop Support Practices & Salary Report Processes
32 33 2014 HDI Desktop Support Practices & Salary Report Ticket Management & Metrics
TICKET MANAGEMENT & METRICS
Number of customers
Bring Your Own Device (BYOD) policies
Number of applications
Change in infrastructure
Older equipment
Scope of services offered
Supporting a mobile workforce
Acquisitions/mergers
Customer competency
Service desk staff competency
Security requirements
Compliance expectations
Cloud computing
Knowledge management
Virtual desktop
Remote tools for support
Self-help
Outsourcing service desk functions
Software as a Service (SaaS)
Outsourcing desktop support functions
Other
Service desk staff competency
Change in infrastructure
Remote tools for support
Knowledge management
New customer equipment/devices/
applications
Customer competency
Self-help
Number of customers
Cloud computing
Bring Your Own Device (BYOD) policies
Compliance expectations
Virtual desktop
Older equipment
Number of applications
Scope of services offered
Security requirements
Outsourcing service desk functions
Outsourcing desktop support functions
Software as a Service (SaaS)
Supporting a mobile workforce
Acquisitions/mergers
Other
INCREASES IN TICKET VOLUME ARE ATTRIBUTED TO THE FOLLOWING FACTORS: DECREASES IN TICKET VOLUME ARE ATTRIBUTED TO THE FOLLOWING FACTORS:
57.0
61.2
61.6
47.4
44.4
43.1
47.1
52.0
49.7
39.4
35.3
47.2
32.1
29.8
36.5
31.9
27.1
26.4
25.1
27.9
26.1
23.9
26.3
22.2
18.8
19.3
17.9
12.7
6.8
6.9
11.6
10.1
10.7
9.4
5.3
4.2
9.3
8.8
5.0
8.5
6.0
9.7
4.4
2.6
2.2
5.2
3.8
1.4
4.0
1.8
2.8
6.1
11.3
6.9
28.9
34.2
42.4
29.1
31.6
27.8
22.9
27.4
34.0
21.6
22.6
16.7
15.6
12.5
15.1
11.7
1.5
9.7
11.0
8.3
5.0
8.9
4.5
2.8
8.1
7.0
6.0
8.0
3.0
2.8
4.4
2.6
0.9
4.7
5.3
2.8
27.5
30.5
27.7
26.8
33.1
22.2
19.9
27.4
24.8
13.6
5.3
5.6
13.3
12.7
13.5
10.3
6.0
11.1
9.7
7.7
4.4
8.5
9.0
5.6
4.5
3.3
2.2
5.6
3.0
2.8
3.4
1.7
0.6
2.8
6.0
2.8
32.3
27.4
18.2
32.9
37.6
36.1
■ 2014
■ 2013
■ 2012
Percentage that selected each
New customer equipment/devices/
applications
■ 2014
■ 2013
■ 2012
Percentage that selected each
54%
of desktop
support teams
have seen an
increase in ticket
volume over the
past year.
16% of desktop support
teams have seen an decrease
in ticket volume over the
past year.
34 35 2014 HDI Desktop Support Practices & Salary Report Ticket Management & Metrics
TICKET MANAGEMENT & METRICS
■ 2014
■ 2013
■ 2012
■ 2014
■ 2013
■ 2012
P
e
r
c
e
n
t
a
g
e

o
f

t
i
c
k
e
t
s

h
a
n
d
l
e
d
THE PERCENTAGE OF TICKETS ASSIGNED TO DESKTOP SUPPORT
FROM EACH OF THE FOLLOWING CHANNELS:
TICKETS ARE CATEGORIZED AS “DESKTOP SUPPORT” BASED ON:
PERCENTAGE OF TICKETS HANDLED BY DESKTOP SUPPORT:
[Number of tickets handled by desktop support ÷ Total number of tickets received by the support organization]
Assigned by support center
End user calls desktop support directly
End user emails desktop support directly
End user submits a web request
(i.e., does not involve the support center)
Walk-ups/drive-bys
Other
The type of issue (e.g., hardware repair)
Who the ticket is assigned to
(e.g., desktop support technician)
How the ticket is resolved
(e.g., deskside, remote control)
Other
0-10%
11-20%
21-30%
31-40%
41-50%
Greater than 50%
35.9
46.3
50.2
26.3
22.3
21.3
16.6
14.4
12.8
10.6
10.2
7.7
7.4
6.4
7.0
2.8
0.4
1.2
62.0
64.4
66.7
43.0
44.6
46.0
18.9
16.7
18.9
3.8
5.2
3.4
5.4
15.5
14.9
11.8
11.8
40.6
Percentage of tickets
Percentage of organizations that categorize in this manner
Percentage of organizations
THE PERCENTAGE OF ORGANIZATIONS THAT DISTINGUISH
BETWEEN INCIDENTS AND SERVICE REQUESTS:
NUMBER OF INCIDENTS VS. NUMBER OF SERVICE REQUESTS:
■ Incidents and service requests are measured separately.
■ We distinguish between them, but we don’t measure them separately.
■ We don’t distinguish between incidents and service requests.
■ Incidents
■ Service requests
■ Other
Percentage of each type of ticket for those that distinguish between them
48%
21%
31%
53%
44%
3%
Incidents: Includes tickets
for unplanned work required
to fix something.

Service requests: Includes
tickets where nothing is
broken, but a service is
needed. Usually planned or
scheduled.
36 37 2014 HDI Desktop Support Practices & Salary Report Ticket Management & Metrics
TICKET MANAGEMENT & METRICS
AVERAGE TIME TO RESPOND
(INCLUDES ONLY TYPICAL TICKETS, NOT URGENT OR HIGH-PRIORITY TICKETS):
[Sum of time to respond on all tickets received by desktop support ÷ Number of tickets
handled by desktop support]
Incidents* Service requests**
Combined***
Less than 15 minutes
15-30 minutes
30-60 minutes
1-2 hours
2-4 hours
4-8 hours
8-24 hours
More than 24 hours
Less than 15 minutes
15-30 minutes
30-60 minutes
1-2 hours
2-4 hours
4-8 hours
8-24 hours
More than 24 hours
Less than 15 minutes
15-30 minutes
30-60 minutes
1-2 hours
2-4 hours
4-8 hours
8-24 hours
More than 24 hours
■ Average
■ Goal
Percentage of desktop support teams Percentage of desktop support teams
Percentage of desktop support teams
16.5
19.0
18.7
13.7
18.4
17.8
7.7
12.5
14.4
14.2
11.0
10.4
9.8
8.0
3.6
4.3
8.6
8.6
8.9
7.4
10.3
11.5
10.8
10.8
12.1
10.3
9.1
10.8
18.5
17.4
21.7
23.3
10.7
16.7
17.0
14.9
17.3
18.8
18.8
15.6
9.6
14.5
10.7
8.3
6.3
8.3
9.6
2.9
P
e
r
c
e
n
t
a
g
e

o
f

t
i
c
k
e
t
s
N
u
m
b
e
r

o
f

t
i
c
k
e
t
s
PERCENTAGE OF TICKETS SENT TO DESKTOP SUPPORT
THAT COULD HAVE BEEN RESOLVED BY THE SUPPORT CENTER (LEVEL 1):
[Number of desktop support tickets that could have been resolved by the support center ÷ Total number of
tickets received by the desktop support team]
AVERAGE NUMBER OF TICKETS RESOLVED BY ONE DESKTOP SUPPORT TECHNICIAN IN A MONTH:
[Total number of tickets resolved in a month ÷ Total FTE (defined as 40 hours/week)]
0-5%
6-10%
11-15%
16-20%
21-25%
26-30%
Greater than 30%
Fewer than 50
50-75
76-100
101-125
126-150
151-175
176-200
201-225
226-250
251-300
More than 300
11.5
12.4
15.9
19.5
9.7
9.1
21.8
9.7
17.7
15.2
12.1
9.1
7.1
6.7
4.1
3.9
3.2
11.3
Percentage of desktop support teams
Percentage of desktop support teams
* Does not include organizations with a jump-and-run model.
* Does not include organizations with a jump-and-run model.

M
E
DI A
N

M
E
D I A
N
16-20%

M
E
DI A
N

M
E
D I A
N
101-125

M
E
DI A
N

M
E
D I A
N
2-4
hours

M
E
DI A
N

M
E
D I A
N
30-60
minutes

M
E
DI A
N

M
E
D I A
N
1-2
hours
* Incidents: Includes tickets for unplanned work
required to fix something.
** Service requests: Includes tickets where nothing is
broken, but a service is needed.
*** Combined: Results represent support centers
that do not measure incidents and service requests
independently. Includes all of their tickets.
TICKET MANAGEMENT & METRICS
39 2014 HDI Desktop Support Practices & Salary Report 38 Ticket Management & Metrics
TICKET MANAGEMENT & METRICS

M
E
DI A
N

M
E
D I A
N
4-8
hours

M
E
DI A
N

M
E
D I A
N
1-2
days

M
E
DI A
N

M
E
D I A
N
4-8
hours

M
E
DI A
N

M
E
D I A
N
30-60
minutes

M
E
DI A
N

M
E
D I A
N
30-60
minutes

M
E
DI A
N

M
E
D I A
N
1-2
hours

AVERAGE TIME TO RESOLVE A DESKTOP SUPPORT TICKET:
[Total time to resolve all desktop support tickets (from the time a ticket is received to the time it is
resolved) ÷ Total number of tickets resolved by desktop support]
AVERAGE AMOUNT OF DEDICATED WORK TIME
(EFFORT) A DESKTOP SUPPORT TECHNICIAN SPENDS ON A TICKET:
[Total time spent by staff on desktop support ticket resolution ÷ Total number of desktop support tickets]
Incidents* Incidents* Service requests** Service requests**
Combined*** Combined***
Less than 1 hour
1-4 hours
4-8 hours
8-24 hours
1-2 days
3-5 days
More than 5 days
Less than 15 minutes
15-30 minutes
30-60 minutes
1-2 hours
2-4 hours
4 - 8 hours
More than 8 hours
Less than 1 hour
1-4 hours
4-8 hours
8-24 hours
1-2 days
3-5 days
More than 5 days
Less than 15 minutes
15-30 minutes
30-60 minutes
1-2 hours
2-4 hours
4 - 8 hours
More than 8 hours
Less than 1 hour
1-4 hours
4-8 hours
8-24 hours
1-2 days
3-5 days
More than 5 days
Less than 15 minutes
15-30 minutes
30-60 minutes
1-2 hours
2-4 hours
4 - 8 hours
More than 8 hours
■ Average ■ Goal ■ Average ■ Goal
Percentage of desktop support teams Percentage of desktop support teams Percentage of desktop support teams Percentage of desktop support teams
Percentage of desktop support teams Percentage of desktop support teams
20.0
19.2
25.4
24.2
14.4
17.5
16.0
16.1
15.3
13.9
6.6
7.2
2.4
1.9
11.2
11.0
20.4
22.1
27.7
29.8
24.2
17.3
9.1
9.6
5.6
7.7
1.8
2.6
9.6
10.6
12.0
13.1
12.3
9.6
14.9
16.5
18.5
15.3
20.9
24.6
11.8
10.3
7.6
9.9
14.1
13.7
23.2
22.4
16.3
17.9
18.5
16.0
13.0
12.5
7.2
7.6
16.7
24.7
23.0
22.3
14.4
13.9
12.5
14.2
16.4
14.9
13.1
8.8
3.9
1.4
8.9
23.1
26.1
27.8
25.0
22.5
23.9
14.2
8.9
7.7
5.6
3.6
1.7
1.2
* Incidents: Includes
tickets for unplanned
work required to fix
something.
** Service requests:
Includes tickets where
nothing is broken, but a
service is needed.
*** Combined: Results
represent support
centers that do not
measure incidents
and service requests
independently. Includes
all of their tickets.
40 41 2014 HDI Desktop Support Practices & Salary Report Ticket Management & Metrics
TICKET MANAGEMENT & METRICS

M
E
DI A
N

M
E
D I A
N
70-
80%

M
E
DI A
N

M
E
D I A
N
70-
80%

M
E
DI A
N

M
E
D I A
N
70-
80%

M
E
DI A
N

M
E
D I A
N
6-10%
P
e
r
c
e
n
t
a
g
e

o
f

t
i
c
k
e
t
s
P
e
r
c
e
n
t
a
g
e

o
f

t
i
c
k
e
t
s
P
e
r
c
e
n
t
a
g
e

o
f

t
i
c
k
e
t
s
P
e
r
c
e
n
t
a
g
e

o
f

t
i
c
k
e
t
s
PERCENTAGE OF TICKETS ESCALATED TO ANOTHER DEPARTMENT OR LEVEL:
[Number of tickets escalated to a department or level outside of desktop support ÷ Total number of
tickets received by desktop support]
0-5%
6-10%
11-15%
16-20%
20-25%
Greater than 25%
Percentage of desktop support teams
■ Average ■ Goal
21.9
33.5
24.3
26.4
16.5
16.2
13.1
11.6
8.3
6.9
7.1
5.5
PERCENTAGE OF TICKETS RESOLVED ON THE FIRST ATTEMPT BY THE TECHNICIAN:
[Number of tickets resolved on the technician’s first attempt
(either remotely or at the device’s location) ÷ Total number of tickets]
Incidents* Service requests**
Combined***
Less than 25%
25-50%
50-60%
60-70%
70-80%
80-90%
90-100%
Less than 25%
25-50%
50-60%
60-70%
70-80%
80-90%
90-100%
Less than 25%
25-50%
50-60%
60-70%
70-80%
80-90%
90-100%
■ Average ■ Goal
Percentage of desktop support teams Percentage of desktop support teams
Percentage of desktop support teams
10.5
6.5
14.7
13.3
13.6
11.5
9.9
11.5
20.1
15.0
19.8
21.2
11.3
20.9
7.0
7.8
10.3
9.0
13.5
9.9
10.0
9.9
15.8
12.1
19.9
18.9
23.5
32.3
6.6
8.1
19.8
7.5
15.7
10.2
15.7
12.9
17.3
19.9
16.8
16.1
8.1
25.3
* Incidents: Includes tickets for unplanned work required to fix something.
** Service requests: Includes tickets where nothing is broken, but a service is needed.
*** Combined: Results represent support centers that do not measure incidents and service requests independently.
Includes all of their tickets.
42 43 2014 HDI Desktop Support Practices & Salary Report Ticket Management & Metrics
TICKET MANAGEMENT & METRICS

M
E
DI A
N

M
E
D I A
N
81-
90%

M
E
DI A
N

M
E
D I A
N
81-
90%

M
E
DI A
N

M
E
D I A
N
81-
90%
PERCENTAGE OF TICKETS COVERED BY AN SLA/OLA THAT MEET THE SPECIFIED GOAL OR TARGET:
64% of organizations maintain service level agreements.
36% of organizations maintain operational level agreements.
50% or less
51-70%
71-80%
81-90%
91-100%
50% or less
51-70%
71-80%
81-90%
91-100%
50% or less
51-70%
71-80%
81-90%
91-100%
13.3
11.2
16.1
25.4
34.0
7.5
11.8
14.5
25.7
40.5
5.7
11.7
17.1
34.5
31.0
Percentage of desktop support teams
Percentage of desktop support teams
Percentage of desktop support teams
Incidents*
Service requests**
Combined***
P
e
r
c
e
n
t
a
g
e

o
f

t
i
c
k
e
t
s
P
e
r
c
e
n
t
a
g
e

o
f

t
i
c
k
e
t
s
P
e
r
c
e
n
t
a
g
e

o
f

t
i
c
k
e
t
s
* Incidents: Includes tickets for unplanned
work required to fix something.
** Service requests: Includes tickets where
nothing is broken, but a service is needed.
*** Combined: Results represent support
centers that do not measure incidents and
service requests independently. Includes all
of their tickets.
Less than 24 hours
1-2 days
3-5 days
5-10 days
11-15 days
16-30 days
More than 30 days
35.0
24.0
18.0
10.0
6.0
4.0
3.0
Percentage of tickets that are in the queue
for each amount of time
Service requests**
AMOUNT OF TIME DESKTOP SUPPORT TICKETS SPEND IN THE QUEUE:
Less than 24 hours
1-2 days
3-5 days
5-10 days
11-15 days
16-30 days
More than 30 days
46.0
24.0
11.0
8.0
4.0
3.0
2.0
Percentage of tickets that are in the queue
for each amount of time
Incidents*
Less than 24 hours
1-2 days
3-5 days
5-10 days
11-15 days
16-30 days
More than 30 days
45.0
24.0
13.0
7.0
4.0
3.0
4.0
Percentage of tickets that are in the queue
for each amount of time
Combined***
44 45 2014 HDI Desktop Support Practices & Salary Report Ticket Management & Metrics
TICKET MANAGEMENT & METRICS
AVERAGE DESKTOP SUPPORT CUSTOMER SATISFACTION RATING:
■ Very dissatisfied
■ Dissatisfied
■ Neutral
■ Satisfied
■ Very satisfied
Percentage of organizations collecting information
Percentage of organizations using each method
Percentage of organizations reporting each
level of average customer satisfaction
100 percent of tickets closed
Random sampling of tickets closed
Monthly
Quarterly
Semiannually
Annually
Special purposes
Customers submit feedback anytime
Email
Phone
Interoffice mail
Postal mail
Website
Other
CUSTOMER SATISFACTION DATA COLLECTION FREQUENCY:
CUSTOMER SATISFACTION DATA COLLECTION METHODS:
17.0
25.5
7.5
5.4
2.9
4.2
2.6
8.6
39.2
9.5
4.2
1.8
20.6
4.8
33%
58%
2%
5%
3%
Customer Satisfaction
46 47 2014 HDI Desktop Support Practices & Salary Report Ticket Management & Metrics
49 2014 HDI Desktop Support Practices & Salary Report 48 Staff & Structure
■ 2014
■ 2013
■ 2012
THE MOST COMMON NAMES FOR DESKTOP SUPPORT TEAMS
ARE VARIATIONS ON THE FOLLOWING:
IT help desk, IT service desk, IT support
Service desk
Desktop support
Help desk
Technical support
Deskside support
Desktop services
Customer support
Field support, field services, field technicians
Support center
PC support, PC services
Workstation support
25.3
25.2
25.6
11.2
11.1
10.2
10.6
12.3
14.6
9.7
9.7
7.8
8.0
8.8
9.3
7.8
5.5
6.1
7.3
7.7
7.2
7.1
6.3
4.7
5.4
5.8
5.5
4.0
4.4
3.6
2.6
2.5
3.6
1.0
0.7
1.9
Percentage of desktop support teams
LOCATION OF THE DESKTOP SUPPORT TEAM STAFF:
DEDICATED VIP/EXECUTIVE DESKTOP SUPPORT TECHNICIANS
(I.E., TECHNICIANS ASSIGNED FOR VIP SUPPORT):
■ On site only
■ Single site/single country (not on site)
■ Multiple sites/single country
■ Multiple countries
2014
2014
2013
2013
2012
2012
Percentage of organizations
Percentage of desktop support teams
Percentage of desktop support teams
DESKTOP SUPPORT MODEL (I.E., DISTINCT VS. BLENDED):
51.8 37.7 10.6 54.2 38.2 7.6 59.0 34.8 6.6
■ The desktop support and support center
teams provide distinct and separate
functions.
■ Desktop support is a function within the
support center where analysts take on
support center and desktop support roles
as required (e.g., jump and run).
■ Desktop support is a support center
function where analysts rotate support
center and desktop support roles as
scheduled (e.g., support center analyst
role for two weeks, then desktop support
technician role for two weeks).
15%
38%
37%
11%
15%
13%
38%
16%
39%
61%
9%
12%
35%
44%
10%
■ Yes, technicians are dedicated to VIP/
executive desktop support
■ Yes, but technicians alternate in this
role as scheduled
■ No separate VIP/executive support
50 51 2014 HDI Desktop Support Practices & Salary Report Staff & Structure
STAFF & STRUCTURE
CURRENT HIRING STATUS:
CHALLENGED TO FIND SKILLED DESKTOP SUPPORT PROFESSIONALS:
AVERAGE TECHNICIAN TURNOVER RATE OVER THE PAST TWELVE MONTHS:
■ Expanding – creating and filling new positions
■ Filling openings – filling current positions as
they come open
■ Frozen – not filling open positions
■ Cutting/reducing – staff will be smaller than it
is now
■ Very satisfied
■ Satisfied
■ Neutral
■ Dissatisfied
■ Very dissatisfied
2014 2013
6%
13%
27%
54%
7%
18%
32%
44%
Desktop Support
Technician
Desktop Support
Manager
Director of
Desktop Support
Percentage of organizations
Percentage of organizations
Percentage of organizations
MEASURING TECHNICIAN SATISFACTION:
38.1 35.9 26.0 35.8 38.9 25.4 40.3 30.7 29.0
■ Yes
■ Somewhat
■ No
41% of organizations measure technician satisfaction.
AVERAGE TECHNICIAN SATISFACTION:
Left the company
Left the support organization but stayed within the company
Changed positions but stayed within the support organization
Daily
Weekly
Monthly
Quarterly
Semiannually
Annually
10.5
6.7
4.7
3.6
6.3
11.7
6.1
4.2
9.2
AVERAGE TENURE IN EACH POSITION:
Less than 1 year
1 year
2 years
3 years
4 years
5 years
5–8 years
8–10 years
10–15 years
More than 15 years
Desktop Support
Technician
3.0
5.0
19.0
19.0
9.0
14.0
16.0
9.0
4.0
3.0
Desktop Support
Manager
Percentage of organizations
4.0
4.0
10.0
13.0
8.0
15.0
15.0
12.0
12.0
8.0
Director of
Desktop Support
5.0
6.0
9.0
9.0
7.0
11.0
15.0
10.0
14.0
14.0
0.4%
2%
34%
54%
9%
Hiring & Retention
52 53 2014 HDI Desktop Support Practices & Salary Report Staff & Structure
STAFF & STRUCTURE
■ Less than two weeks
■ Two weeks to one month
■ One to two months
■ More than two months
AREAS OF TRAINING FOCUS:
METHODS USED TO TRAIN DESKTOP SUPPORT TECHNICIANS:
PRIMARY TRAINING FOCUS FOR NEW DESKTOP SUPPORT TECHNICIANS:
TIME IT TAKES FOR A NEW DESKTOP SUPPORT TECHNICIAN
TO WORK PROFICIENTLY ON HIS/HER OWN:
INDUSTRY POSITION ON CERTIFICATION FOR DESKTOP SUPPORT TECHNICIANS:
Desktop Support
Technician
Desktop Support
Manager
New-hire training Ongoing training
Director of
Desktop Support
Customer service
Communication
Leadership
People management (coaching,
performance management, recruiting, etc.)
Project management
Safety
Self-management (stress, time,
assertiveness, interpersonal skills, etc.)
Service management process skills
Teamwork skills
Technologies used by customers
Technologies used to provide support
Troubleshooting/problem solving
Other
No formal training
Technologies used by customers
Technologies used to provide support
Customer service skills
Problem-solving skills
Business introduction
Learning to use knowledge base
Service management skills (e.g., ITIL)
Learning to leverage other staff
Other
Blended learning (instructor-led combined with self-paced)
Call monitoring
Computer-based training
Formal classroom
Mentoring/coaching
On-the-job training
Online, self-paced
Required reading (i.e., articles, books, manuals, white papers, etc.)
Shadowing
Ticket review
Virtual classroom
Webinars
Other
None
39.9
37.6
45.7
28.2
58.5
72.5
33.7
27.7
61.8
47.5
13.1
22.4
7.2
10.7
35.3
27.9
48.5
32.1
53.4
63.4
43.5
29.7
32.6
49.7
21.0
39.0
1.0
8.4
54.9
41.2
13.4
14.6
11.6
36.3
32.4
28.5
40.7
54.7
60.0
50.3
9.3
19.3
20.4
19.2
16.2
14.0
10.5
7.5
5.4
3.7
3.2
37.8
37.3
55.3
51.5
36.7
36.0
36.6
34.6
36.8
35.7
39.1
29.5
9.8
21.8
23.3
28.3
48.0
40.4
32.4
29.6
27.7
24.4
26.4
19.8
19.9
15.8
10.7
27.7
Percentage of organizations training in each area
Percentage of organizations
Percentage of organizations selecting each as their primary focus
Percentage of organizations using each method
37%
30%
22%
11%
Percentage of organizations
The organization requires formal certification
Certified staff/potential hires are paid more
Certification is an important criteria for promotion
Certification is an important criteria for hiring
14.8
15.2
23.6
30.9
Training & Certification
54 55 2014 HDI Desktop Support Practices & Salary Report Staff & Structure
STAFF & STRUCTURE
CERTIFICATIONS REQUIRED FOR DESKTOP SUPPORT TECHNICIANS:
[Includes responses from the 192 organizations that require formal certifications]
DESKTOP SUPPORT TECHNICIANS ARE
PAID MORE FOR HAVING THE FOLLOWING CERTIFICATIONS:
[Includes responses from the 198 organizations
that pay more for formal certifications]
CompTIA A+
ITIL Foundation
CompTIA Network+
HDI Support Center Analyst
MCPID: Enterprise Desktop Support Technician 7 (Windows 7)
HDI Desktop Support Technician
Microsoft Office User Specialist
CompTIA Security+
Apple Certified Support Professional
Warranty certifications (i.e., DELL, HP, Lenovo)
MCDST (Windows XP)
Apple Certified Technical Coordinator
ITIL (other)
MCPID: Enterprise Desktop Support Technician (Windows Vista)
CompTIA Linux+
Legacy certifications
Other
CompTIA A+
CompTIA Network+
MCPID: Enterprise Desktop Support
Technician 7 (Windows 7)
ITIL Foundation
HDI Desktop Support Technician
CompTIA Security+
HDI Support Center Analyst
Microsoft Office User Specialist
Apple Certified Support Professional
MCDST (Windows XP)
ITIL (other)
Warranty certifications
(i.e., DELL, HP, Lenovo)
Apple Certified Technical Coordinator
MCPID: Enterprise Desktop Support
Technician (Windows Vista)
CompTIA Linux+
Legacy certifications
Other
55.7
28.1
25.0
24.0
24.0
22.9
19.3
16.7
14.6
14.6
14.1
7.8
7.3
5.2
4.7
4.2
8.9
55.1
41.4
40.4
38.4
30.3
27.3
26.8
25.8
21.7
20.7
18.2
17.2
13.1
13.1
10.1
6.6
9.1
Percentage that require each certification
Percentage that pay more for each certification
56 Staff & Structure 57 2014 HDI Desktop Support Practices & Salary Report
STAFF & STRUCTURE
DESKTOP SUPPORT TECHNICIANS WORKING FROM HOME:
DIFFERENCES FOR HOME-BASED TECHNICIANS VS. ON-SITE TECHNICIANS:
[Includes responses from the 388 organizations that have home-based technicians]
PERCENTAGE OF ORGANIZATIONS WHOSE DESKTOP SUPPORT SERVICES ARE BEING OUTSOURCED:
All technicians work from
home at all times.
All technicians work from
home part of the time.
Some technicians work from
home at all times.
Some technicians work from
home part of the time.
No technicians work from
home, but we are planning
to implement this in the next
twelve months.
No technicians work
from home and we have
no plans to implement this
in the next twelve months.
Pay
Tenure requirements
Experience requirements
Training requirements
Certification requirements
Performance-level requirements
Flexibility in work schedule
2014
2013
2012
2011
2.8
0.9
0.8
4.6
2.1
1.5
4.9
4.4
4.7
16.2
14.1
18.0
9.1
8.0
5.3
62.3
70.4
69.7
10.0
12.3
25.5
10.4
26.1
10.9
15.9
11.7
7.8
11.1
17.9
11.5
20.0
11.6
82.9 11.9 3.6 1.7
78.6 17.4 2 2
78.0 14.6 3.8 3.6
79.9 12.9 3.3 3.8
Percentage of desktop support teams
Percentage of desktop support teams
■ Greater for home-based
technicians than on-site
technicians
■ Less for home-based
technicians than on-site
technicians
■ None
■ Less than half
■ Greater than half
■ All
■ 2014
■ 2013
■ 2012
54% of organizations
with home-based
technicians dispatch to the
physical location of the
device when needed.
Home-Based Technicians
Outsourcing Desktop Support Services
58 59 2014 HDI Desktop Support Practices & Salary Report Staff & Structure
STAFF & STRUCTURE
LOCATION OF OUTSOURCED STAFF:
CURRENTLY OUTSOURCED DESKTOP SUPPORT SERVICES:
FACTORS INFLUENCING DECISION TO OUTSOURCE OR TO CONSIDER OUTSOURCING:
FACTORS PREVENTING THE ORGANIZATION FROM OUTSOURCING MORE:
EXPECTATIONS FOR OUTSOURCING IN THE NEXT TWELVE MONTHS:
In house (in your facility)
In country (third-party facility in your country)
Near-shore (third-party facility in an adjacent country)
Offshore (third-party facility in a nonadjacent country)
Printer support
Hardware repair
Deployments
Dispatch to deskside – field
Application-specific support
Dispatch to deskside – local
Imaging
Mobile device support
Depot repair
Other
8.4
7.5
5.3
5.3
5.1
4.7
4.3
4.3
3.9
2.0
Cost
Need for expertise (including language requirements)
Outsourced service is not a core business competency
HR issues (e.g., turnover, low morale, etc.)
Leveraging better technology
Change in infrastructure
Mergers/acquisitions
Recently expanded our scope of support
Real estate issues (e.g., no room, physical location cost too much)
Other
64.2
23.9
21.4
18.4
17.9
12.4
11.9
11.9
8.5
12.9
Control of service
Service quality
Customer acceptance
Cost
Security
Staff morale
Legal requirements
Other
49.7
40.9
40.7
34.2
33.2
24.6
12.9
4.6
■ Begin outsourcing
■ Outsource more
■ No change in the current level of outsourcing
■ Reduce the current level of outsourcing
■ Not currently outsourcing, no plans to outsource
■ I don’t know
Percentage of organizations
Percentage of organizations
Percentage of organizations
Percentage of organizations
Percentage of organizations
4%
4%
27%
45%
3%
16%
7.8
13.6
2.5
4.1
60 61 2014 HDI Desktop Support Practices & Salary Report Staff & Structure
STAFF & STRUCTURE
62 63 2014 HDI Desktop Support Practices & Salary Report Desktop Support Salaries
DESKTOP SUPPORT SALARIES
DESKTOP SUPPORT TECHNICIAN
Desktop Support Technician (DST): A technical support professional who responds to tickets related to
customer equipment when additional skills, knowledge, tools, or authority are required. This position may
resolve tickets remotely, deskside, or via equipment returns.
Number of levels of desktop support technicians, not including team leads, supervisors,
managers, etc. (includes only those organizations with dedicated DSTs):
■ One level
■ Two levels
■ Three or more levels
37%
40%
23%
The following applies to organizations
with a single level of desktop support technicians:
Lowest end of salary range (average) $41,175
Highest end of salary range (average) $62,642
Current average salary $51,060
Years of experience in IT support 6.3
Years of experience as a DST 5.7
US Data
DESKTOP SUPPORT TEAM LEAD
Desktop Support Team Lead (DSTL): An advanced DST who, in addition to DST responsibilities, provides
training, mentoring, and/or coaching for a team of DSTs, but does not have direct staff management
responsibilities. May have oversight responsibility for processes, project management tasks, and/or
providing support to management.
51% percent of organizations have desktop support team leads.
The following applies to organizations with two or more levels of desktop support technicians:
Junior-level DST Senior-level DST
Lowest end of salary range (average) $38,987 $47,640
Highest end of salary range (average) $54,919 $66,709
Current average salary $45,796 $56,226
Years of experience in IT support 3.3 5.5
Years of experience as a DST 3.2 5.2

Lowest end of salary range (average) $56,263
Highest end of salary range (average) $73,671
Current average salary $64,369
Years of experience in IT support 8.4
Years of experience as a DST 7.3
US Data
US Data
64 65 2014 HDI Desktop Support Practices & Salary Report Desktop Support Salaries
DESKTOP SUPPORT SALARIES
21%
28%
52%
DESKTOP SUPPORT MANAGER
Desktop Support Manager (DSM): This role is responsible for managing a team of DSTs and/or supervisors
while executing the operational and tactical plans of desktop support, and satisfying customer and
business needs. Responsibilities may include performance management, monitoring/reporting metrics,
audits, purchase approvals, and other similar job functions.
Dedicated desktop support manager:
DIRECTOR OF DESKTOP SUPPORT
Director of Desktop Support (DDS): The responsibilities of this role extend beyond an individual desktop
support team. Managers of desktop support teams report to this person. This position may also be referred
to as a senior manager.
Percentage of organizations with a dedicated director of desktop support:
■ Have a dedicated desktop support manager
■ Desktop support manager oversees other areas as well
■ No desktop support manager
■ Have a dedicated director of desktop support
■ Director of desktop support oversees other areas as well
■ No director of desktop support
57%
23%
20%
Support center
Network support
Server support
Desktop engineering
Security
Executive/VIP support
Support center
Desktop engineering
Server support
Network support
Executive/VIP support
Security
Other areas managers of desktop support oversee (includes organizations without a dedicated DSM):
Other areas directors of desktop support oversee (includes organizations without a dedicated DDS):
70.8
37.2
34.6
32.7
22.4
22.4
71.4
49.2
45.4
45.1
34.6
32.4
Lowest end of salary range (average) $70,090 $66,440
Highest end of salary range (average) $88,773 $89,171
Current average salary $80,015 $78,820
Years of experience in IT support 10.8 10.7
Distributed DSM
(i.e., oversees other areas in
Dedicated DSM addition to desktop support)
US Data

Lowest end of salary range (average) $96,155
Highest end of salary range (average) $123,237
Current average salary $106,744
Years of experience in IT support 12.7
US Data
66 67 2014 HDI Desktop Support Practices & Salary Report Desktop Support Salaries
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