HDI recently published its 2014 HDI Desktop Support Practices & Salary Report, which outlines the current state of desktop support, including practices desktop support organizations currently have in place, trends over the last three years, and expectations for the near future.
HDI defines desktop support as 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. The report states: “In 2012, it was a surprise to see remote support tools voted the most important tools 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.”
Since 2012, Remote control technology tops the “must have” list of necessary technologies to successfully provide desktop support to end users. While this is great news for us, the report notes that 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 attributed this to the competency of the service desk (level 1).”