Sneak Peek: 2016 Desktop Support Practices & Salary Data

with , Roy Atkinson
Tuesday, Nov 15, 2016

Register now!

In this webinar, HDI’s senior writer/analyst, Roy Atkinson, will showcase new data from the 2016 Desktop Support Practices & Salary Survey. This data, previously unpublished, will take a look at the technologies and trends in desktop support, with a spotlight on the importance of remote control and assistance.

Some of the data featured include: 

  • Frameworks and methodologies desktop support teams align with include ITIL, the HDI Support Center Standard, Lean, COBIT, and this year, DevOps
  • On average, customer satisfaction with desktop support exceeds customer satisfaction with the support center overall
  • The top five must-have technologies for desktop support include alerts and monitoring tools, and remote control
  • Remote control is used almost equally by the support center (81% of organizations) and by desktop support (80.6% of organizations)
  • 51% of organizations track desktop support tickets separately from other tickets
  • Nearly one-third of desktop support organizations are resolving 51-75% of tickets through remote support

Who should attend:

  • Desktop support managers, supervisors, and leads
  • Support center managers and supervisors whose teams provide desktop support
  • IT service managers who wish to be better informed about trends in the industry

Register now!

* This webinar is being hosted on HDI's BrightTalk channel. You will need to have a BrightTalk account to register for the webinar. Fortunately, registration is free!
Roy Atkinson serves as CEO and Principal Advisor for Clifton Butterfield, LLC, a business advisory practice, and is one of the top influencers in the service and support industry. In addition to many other lists in 2020, he was named one of “The Top 50 Customer Service Experts of the Decade (2010-2020)” by Nextiva, one of the “Top 150 Global Customer Experience Thought Leaders and Influencers of 2020” by SurveySensum, and one of the “Top Ten CX Contact Center Influencers You Need to Follow” by Shelf. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. He delights in bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson

Sponsored by