Annual Report Analyzes Technical Support Center Trends, Metrics, and Salaries

Colorado Springs, CO — October 29, 2012 — HDI, the  leading professional association and certification body for technical service and support professionals, is excited to announce the release of the 2012 HDI Support Center Practices & Salary Report.

Some report highlights:

  • Salaries are higher in smaller organizations than large ones.
  • Handle times are the same for phone and chat.
  • ITIL adoption is down this year.
  • Sixty-six percent of support centers have seen an increase in tickets this year.
  • Chat support is back on the rise.

This definitive report focuses on trends in IT service, help desk, and technical support center practices, performance, and salaries, based on data collected from more than 800 support organizations from April through July 2012. This annual report provides current, valuable support statistics on topics like performance metrics, cost per incident, training, retention, and support salaries by job function, such as analyst, team lead, and manager.

This annual research report provides managers with information that validates existing practices, presents new ideas for improving current methods and procedures, and justifies their organizations’ staffing and budgeting needs while allowing them to benchmark against similar support centers. It also enables managers to compare salaries across positions and regions, and provides the knowledge they need to make research-based decisions.

Get a taste of the full report by gaining access to the 2012 Support Center Salary Report (an extract from the 2012 HDI Support Center Practices & Salary Report) at today!

ABOUT HDI | A UBM TechWeb company, HDI is the leading professional association and certification body for the technical service and support industry.

Serving a community of more than 120,000 technical service and support professionals, HDI hosts acclaimed conferences and events, produces renowned publications and research, connects solution providers with practitioners, and certifies and trains thousands of professionals each year.

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