No matter what we do for work, we all occasionally need insight into how others are faring in the same job elsewhere. How are other people accomplishing my role in other organizations? What are they doing differently or better? How does my team stack up to theirs?
If you’re a desktop support professional, you can get some of those questions answered. Every year, the Help Desk Institute (HDI) publishes the HDI Desktop Support Practices & Salary Report, containing valuable benchmarks and insight provided directly by desktop support professionals from nearly 1,000 organizations. HDI is also releasing a set of three HDI Research Corner briefs detailing this year’s survey results, which can be downloaded for free exclusively from Bomgar. The most recent, Desktop Support Through Remote Support, focuses on the number one ranked “must have” tool by desktop support professionals for the second year running – remote support. With more than 60% of respondents saying they are not located on-site and over half of those claiming to be in multiple locations and countries, remote support has become an essential support tool used by 82% of service desks, allowing one-to-many, multi-platform access to geographically dispersed teams in multiple time zones. We also invite you to read the first report – Staffing Desktop Support.
This Wednesday, July 10, Senior IT Manager and HDI Contributor, Mike Hanson, will provide a behind the scenes look at the report results in Bomgar’s Tech Support 30 webinar – Does Your Desktop Support Stack Up? Benchmarks & Best Practices from HDI. In this brief presentation, Mike will focus on results which will allow you to compare desktop support staffing trends to those practiced at your own organization. He will also explain numbers around service desk tool adoption and benefits experienced by organizations using remote support. Piggy backing on this valuable information, Bomgar Senior Solutions Engineer, Adam White, will share best practices to improve service desk support. Be sure to join us for this thirty minute discussion to see how your desktop support stacks up.
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Liz Richardson, at Bomgar
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