Desktop Support Edition
For the past two years, remote support tools have topped the list of must-have technologies to provide successful desktop support, surpassing even incident management tools. Learn more about the industry’s current practices in remote support in this month’s...
Tag(s): research corner, remote support tools, research, desktop support
HDI 2013 – A Digital Experience is an award-winning free event that you help create! Earn your license to learn at this engaging event featuring top-rated sessions and speakers from the HDI 2013 Conference & Expo in Las Vegas.
Mark your calendars now...
Tag(s): business of support, customer service, desktop support, knowledge management, metrics and measurements, people, performance management, practices and processes, process, professional development, social media, team building
The proliferation of mobile devices, increasing social and technical sophistication of the twenty-first-century college graduates entering the workforce, and anytime/anywhere demand for access have gained stronger footholds and show no signs of slowing. At the same time, the economic climate...
Tag(s): people, process, technology, desktop support
I remember the first time I encountered the term “managed services.” I had a tough time wrapping my head around those two words put together that way—to me, the meaning was not intuitive. And even though “managed services” has been in common usage for well over a decade, many people still...
Tag(s): process, practices and processes, desktop support
In many IT service and support organizations, the help desk is managed independently from the desktop support operation, contributing to inefficiencies in service provisioning. While each group spends time and energy to make their respective teams better through people, process, and technology,...
Tag(s): desktop support, people, workforce management
As a function, some would argue that desktop support has been around longer than help desks; however, as an industry, desktop support is relatively young and immature. Historically, armed with just some personal knowledge and scant tools, technicians had little direction, ill-defined processes,...
Tag(s): desktop support, research
Kristy Trice Named Chair-Elect of the HDI Desktop Support Advisory Board * Fresh Faces: Jeff Lewis
Tag(s): people, desktop support
Over the last several years, HDI has collected information about technology use in the IT service and technical support help desk/support center. This year, for the first time, HDI has collected similar information for the desktop support industry. In this article, we will present the results...
Tag(s): technology, research, desktop support, service desk technology
According to the 2010 HDI Support Center Practices & Salary Report, only 19.9 percent of all centers are offering chat as a contact channel. With adding value and reducing costs at the front of most IT leaders’ minds, is this the right time to increase your support capacity by adding chat? And...
Tag(s): technology, customer service, desktop support, support channels