2014 HDI Desktop Support Practices & Salary Report

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HDI is the worldwide professional association and certification body for the technical service and support industry. Facilitating collaboration and networking, HDI hosts acclaimed conferences and events, produces renowned publications and research, and certifies and trains thousands of professionals each year.

HDI also connects solution providers with practitioners through industry partnerships and marketing services. Guided by an international panel of industry experts and practitioners, HDI is the premier resource for best practices and emerging trends.

Special thanks to Cinda Daly, Rick Joslin, Roy Atkinson, Jenny Rains, Mike Hanson, Cay Robertson, and Kristy Trice for helping with the survey development, and to our research partners for their support and for sharing the survey with their communities:

Copyright 2014 UBM LLC. All rights reserved. Printed in the United States of America. ISBN: 978-1-57125-140-4

HDI121 S. Tejon Street, Suite 1100 | Colorado Springs, CO 80903 | US and Canada: 800.248.5667 | www.ThinkHDI.comHDI assumes no liability for error or omission.

No part of this publication may be reproduced without the consent of HDI, with the exception of trade publications reporting on the data. In such cases, credit must be given to HDI.

HDI is a registered trademark of UBM LLC. HDI is a part of UBM Tech, a division of UBM LLC.

ITIL and IT Infrastructure Library are registered trademarks of AXELOS Limited.

KCSSM and Knowledge-Centered SupportSM are registered service marks of the Consortium for Service Innovation.

All other trademarks and service marks are the property of their respective owners.

About HDI

RESEARCH AND EDITORIALDirector of Content: Cinda DalySenior Research Analyst: Jenny RainsSenior Editor: Megan Selva

DESIGNGroup Creative Director: Steve RaiaCreative Director: David NicastroArt Director: Giulia FiniProduction Manager: Adeline Cannone

.................................................................................................................................................................6 Average number of tickets resolved by one desktop support technician in a month ...............................39Average time to resolve a desktop support ticket ...................................................................................40Average amount of dedicated work time (effort) a desktop support technician spends on a ticket ........41Percentage of tickets escalated to another department or level .............................................................42Percentage of tickets resolved on the first attempt by the technician ....................................................43Amount of time desktop support tickets spend in the queue ..................................................................44Percentage of tickets covered by an SLA/OLA that meet the specified goal or target .............................45

Customer SatisfactionCustomer satisfaction data collection frequency ...................................................................................46Customer satisfaction data collection methods .....................................................................................46Average desktop support customer satisfaction rating ..........................................................................47

The most common names for desktop support teams are variations on the following ...........................50Desktop support model (i.e., distinct vs. blended) .................................................................................51Location of the desktop support team staff ...........................................................................................51Dedicated VIP/executive desktop support technicians ...........................................................................51

Hiring & RetentionCurrent hiring status..............................................................................................................................52Challenged to find skilled desktop support professionals ......................................................................52Average technician turnover rate over the past twelve months ..............................................................52Average tenure in each position .............................................................................................................53Measuring technician satisfaction .........................................................................................................53Average technician satisfaction .............................................................................................................53

Training & CertificationAreas of training focus ...........................................................................................................................54Methods used to train desktop support technicians ...............................................................................54Primary training focus for new desktop support technicians .................................................................55Time it takes for a new desktop support technician to work proficiently on his/her own .........................55Industry position on certification for desktop support technicians .........................................................55Certifications required for desktop support technicians .........................................................................56Desktop support technicians are paid more for having the following certifications ...............................57

Home-Based TechniciansDesktop support technicians working from home ...................................................................................58Differences for home-based technicians vs. on-site technicians ...........................................................59

Outsourcing Desktop Support ServicesPercentage of organizations whose desktop support services are being outsourced ..............................59Location of outsourced staff...................................................................................................................60Currently outsourced desktop support services ......................................................................................60Expectations for outsourcing in the next twelve months ........................................................................60Factors influencing the decision to outsource or to consider outsourcing ..............................................61Factors preventing the organization from outsourcing more ..................................................................61

Desktop support technician....................................................................................................................64Desktop support team lead ....................................................................................................................65Desktop support manager ......................................................................................................................66Director of desktop support ....................................................................................................................67

Contents

Demographics: Who the Data Represent

Technology & Remote Support

Processes

Ticket Management & Metrics

Ticket Management & Metrics

(continued)

Staff & Structure

Desktop Support Salaries

Executive Summary

Industries Represented Industries supported outsourced service providers ................................................................................10Industries supported by teams that are not outsourced service providers .............................................11

End Users Supported Location of end-user base ......................................................................................................................12End-user countries .................................................................................................................................12Number of end users ..............................................................................................................................13Types of devices supported.....................................................................................................................13Total number of devices supported by each desktop support team ........................................................13

Technologies used by desktop support teams ........................................................................................16Trends in technology use (with and without plans to upgrade) ..............................................................17Factors motivating technology upgrades and implementations .............................................................18Must-have technologies required to provide successful end-user desktop support ...............................19Desktop support aligns technology purchases with the following ..........................................................19Desktop support technologies are run from ............................................................................................20Licensing models used by desktop support ............................................................................................21Application packaging software used by desktop support .....................................................................22Imaging systems used by desktop support ............................................................................................22Systems management tools used by desktop support ............................................................................23

Remote SupportRemote support is provided by ...............................................................................................................23Amount of desktop support resolved using remote support ....................................................................24Percentage of desktop support organizations formally measuring the percentage of tickets resolved remotely ............................................................................................................................24Tools used to provide remote support .....................................................................................................25

Process Maturity Within Desktop SupportWarranty repairs .....................................................................................................................................28Self-maintenance (nonwarranty repairs) ...............................................................................................28Maintenance depot.................................................................................................................................28New-hire provisioning ............................................................................................................................29Termination asset recovery .....................................................................................................................29Hardware asset management ................................................................................................................29Large-scale deployments/projects .........................................................................................................30Software and hardware procurement .....................................................................................................30Service request fulfillment .....................................................................................................................30

Desktop support processes are based on the following ..........................................................................31How organizations enforce compliance with desktop support processes ................................................31

Increases in ticket volume are attributed to the following factors .........................................................34Decreases in ticket volume are attributed to the following factors ........................................................35The percentage of tickets assigned to desktop support from each of the following channels ................36Tickets are categorized as desktop support based on .........................................................................36The percentage of organizations that distinguish between incidents and service requests ...................37Number of incidents vs. number of service requests ..............................................................................37Percentage of tickets handled by desktop support .................................................................................37Average time to respond (includes only typical tickets, not urgent or high-priority tickets) ...................38Percentage of tickets sent to desktop support that could have been resolved by the support center (level 1) ...................................................................................................................39

52014 HDI Desktop Support Practices & Salary Report

Executive Summary

If you had to choose between coffee and a nap, youd probably pick a nap (who wouldnt?). But who has time for a nap? Bring on the sugar and creamI need my coffee!

Caffeine is the most widely used legal stimulant in the world, with about 80 percent of it consumed in the form of coffee. In this day and age, is there a demographic that needs it more than the technical support community? Desktop support teams and management spend their days trying to keep up with and manage new devices and applications, while also managing increasing ticket loads and keeping the business running smoothly. The data presented in this report provide insight into the inner workings of the desktop support community, including its practices, processes, metrics, technology, and salaries.

HDI, the worldwide professional association and certification body for the technical service and support industry, conducted its fourth annual desktop support research study between December 2013 and January 2014. The online survey was completed by 1,369 desktop support professionals representing more than thirty industries around the world. The survey collected responses from teams based in the United States (80%), Canada (7%), Poland (4%), Australia (3%), and a number of other countries (

Who the Data Represent

8 92014 HDI Desktop Support Practices & Salary ReportDemographics: Who the Data Represent

Accounting

Advertising/Marketing

Aerospace

Automotive

Chemical/Biotechnical

Computers Hardware

Computers Software

Construction/Development

Consulting

Consumer Products

Distribution

Education K-12

Education Higher Education

Education Other

Entertainment

Financial Services Banking

Financial Services Securities

Financial Services Other

Food and Beverage

Government Local

Government State

Government Federal

Government Other

Healthcare

Insurance

Legal

Manufacturing (noncomputer)

Mining

Media/Publishing

Nonprofit/Association

Oil/Gas (nonretail)

Pharmaceutical

Real Estate

Retail

Telecommunications

Travel

Utilities/Energy

Other

Accounting

Advertising/Marketing

Aerospace

Automotive

Chemical/Biotechnical

Computers Hardware

Computers Software

Construction/Development

Consulting

Consumer Products

Distribution

Education K-12

Education Higher Education

Education Other

Entertainment

Financial Services Banking

Financial Services Securities

Financial Services Other

Food and Beverage

Government Local

Government State

Government Federal

Government Other

Healthcare

Insurance

Legal

Manufacturing (noncomputer)

Mining

Media/Publishing

Nonprofit/Association

Oil/Gas (nonretail)

Pharmaceutical

Real Estate

Retail

Telecommunications

Travel

Utilities/Energy

Other

OutsOurced services prOviders make up 13 percent Of the survey respOnses. this grOup suppOrts the fOllOwing industries:

eighty-seven percent are nOt OutsOurced services prOviders.these desktOp suppOrt teams serve the fOllOwing industries:

13.3

10.0

4.4

12.2

5.6

21.1

25.0

11.7

17.8

8.3

7.8

12.8

6.1

7.2

7.8

21.1

16.7

18.9

7.8

9.4

7.2

12.8

3.9

22.2

14.4

10.6

20.0

2.8

6.1

11.1

5.6

7.8

11.1

12.8

12.2

7.2

7.2

1.7

Percentage serving each industry Percentage serving each industry

0.7

0.7

0.8

0.9

0.8

1.3

5.7

1.4

2.3

0.8

1.1

1.4

12.1

2.0

0.8

4.7

0.8

2.9

1.5

4.4

2.5

3.3

0.5

11.8

4.0

1.9

7.5

0.8

0.7

2.6

1.0

0.8

0.6

3.9

2.4

0.8

3.1

4.9

Industries RepresentedDEMOGRAPHICS

10 Demographics: Who the Data Represent 112014 HDI Desktop Support Practices & Salary Report

End Users SupportedDEMOGRAPHICS

LOCATION OF END-USER BASE: NUMBER OF END USERS:

TOTAL NUMBER OF DEVICES SUPPORTED BY EACH DESKTOP SUPPORT TEAM:

Single site/single country

Multiple sites/single country

Multiple countries

Fewer than 200

200499

500999

1,0001,999

2,0002,999

3,0004,999

5,0009,999

10,00020,000

More than 20,000

Fewer than 500

500999

1,0002,999

3,0004,999

5,0009,999

10,00014,999

15,00019,999

20,00029,999

30,00050,000

More than 50,000

* Desktop support teams have customers in more than forty additional countries. Only countries with three percent or more are depicted in the graph.

Percentage of desktop support teams


Percentage of desktop support teams supporting each type of device


END-USER COUNTRIES:

United States of AmericaCanada

United KingdomAustralia

MexicoChina

GermanyIndia

FranceJapan

PolandBrazil

SingaporeSpain

ItalyIreland

SwitzerlandThe Philippines

BelgiumNew ZealandSouth Africa

The NetherlandsSweden

ArgentinaThailand

ChileDenmarkMalaysiaPortugal

South KoreaTaiwan

IndonesiaAustriaTurkey

83.323.412.910.49.99.29.19.18.47.76.96.66.15.75.35.15.04.84.5 4.3 4.3 4.2 4.1 3.9 3.9 3.7 3.7 3.7 3.7 3.7 3.6 3.4 3.1 3.1

Desktops/laptops (PC, Mac, etc.)

Peripherals (printers, scanners, etc.)

Mobile devices (smartphones, iPads, etc.)

Audio/visual (presentation equipment, projectors, TVs, sound system, video walls, etc.)

Telecommunications (desk phones, PBX, headsets, VoIP, etc.)

Network devices (routers, switches, WAPs, hubs, etc.)

Other (SIM client, POS, kiosk etc.)

TYPES OF DEVICES SUPPORTED:

95.7

90.7

86.1

71.7

67.8

67.3

51.6

23%

51%

26%

17%

10%

12%

9%

6%10%

12%

10%

14%

21%

7%

20%11%

14%

6%

4%5%

5%7%

Percentage of desktop support teams supporting end users in each country

12 132014 HDI Desktop Support Practices & Salary ReportDemographics: Who the Data Represent

14 152014 HDI Desktop Support Practices & Salary ReportTechnology & Remote Support

TECHNOLOGY & REMOTE SUPPORT

Alerts/monitoring tools

Application license management

Application packaging software

Asset management system

Collaboration tools

Customer satisfaction surveys

Imaging system

Incident management system

Knowledge management system

Remote control

Systems management tools (e.g., SCCM)





Collaboration tools


Imaging system



Remote control


Technologies used by deskTop supporT Teams: Trends in Technology use (wiTh and wiThouT plans To upgrade):

53.7 14.1 7.4 18.6 6.2

45.2 11.2 10.3 22.2 11.1

51.9 13.8 5.4 17.7 11.2

49.3 18.9 9.6 14.3 7.9

55.5 14.3 6.2 12.8 11.2

53.2 14.8 10.7 14.8 6.4

56.5 14.8 4.0 14.6 10.1

60.7 23.7 4.3 6.0 5.2

51.6 20.1 10.1 12.8 5.4

73.3 13.7 3.2 4.8 5.1

55.3 14.2 5.8 12.3 12.5


Percentage using each technology

67.863.569.9

56.451.152.8

65.762.564.0

68.265.668.9

69.863.870.8

68.165.573.5

71.471.677.3

84.487.089.8

71.766.769.1

87.090.191.3

69.565.769.1

We use this and have no plans to replace/upgrade in the next twelve months

We are planning to replace/upgrade this in the next twelve months

We do not use this but are planning to implement it in the next twelve months

Do not use this

I dont know

2014 2013 2012



82% of desktop support

organizations

are planning

technology

implementations

in the next

twelve months.

Percentage selecting each factor

FacTors moTivaTing Technology upgrades and implemenTaTions:

Continual process improvement

Improve customer experience

Lifecycle replacement

Cost

Business alignment

Expanded services

Compliance requirements

Customer growth

Noncompliance (i.e., the current technology is not compliant with other software or systems)

Support delivery changes

Business model changes (e.g., outsourced functions)

Staffing changes

Vendor no longer supports current technology

Warranty expiration

Other

56.061.1

52.260.1

37.039.7

35.138.0

34.626.2

33.039.2

32.324.4

27.431.0

19.919.6

14.720.4

13.912.3

13.114.3

13.015.2

12.014.8

2.4 3.0

2014 2013

deskTop supporT aligns Technology purchases wiTh The Following:

ITIL

HDI Support Center Standard

Knowledge-Centered Support (KCS)

Six Sigma

Microsoft Operations Framework (MOF)

LEAN

ISO 9000

COBIT

Total Quality Management (TQM)

ISO/IEC 20000

Capability Maturity Model (CMMI)

Kaizen

Process Maturity Framework (PMF)

DevOpsUniversal Service Management Body of

Knowledge (USMBOK)

71.0

25.5

17.0

14.4

14.0

13.0

11.1

7.5

7.5

6.0

5.9

5.2

4.0

3.9

1.9

musT-have Technologies required To provide successFul end-user deskTop supporT:

Rank based on votes for each technology

Remote control







Imaging system


Collaboration tools


Rank 2011 2012 2013 2014

1

2

3

4

5

6

7

8

9

10

11

Percentage aligning with each selection



deskTop supporT Technologies are run From:[Includes responses only from those organizations that have each technology]

licensing model(s) used by deskTop supporT:[Includes responses only from those organizations that have each technology]

831391

78159 2

85106 2

80119 2

741316 2

651621 2

8694 2

731513 2

7216151

781313 2

851171

172629525

261834421

172830223

163030522

152732422

152235618

202926323

163231319

172730521

182831421

183027324





Collaboration tools


Imaging system



Remote control/shadow tools

Systems management tools





Collaboration tools


Imaging system



Remote control/shadow tools

Systems management tools

In-house server(s) Managed services provider server(s)

Internet-based computing environment(s) Other

One-time purchase for life, includes maintenance One-time purchase for life, maintenance not included

Subscription, renewed on a schedule Other

I dont know

Percentage of organizations




applicaTion packaging soFTware used by deskTop supporT:[Includes responses only from those organizations that use application packaging software]

imaging sysTems used by deskTop supporT: [Includes responses only from those organizations that use imaging systems]

remoTe supporT is provided by:


Percent of organizations using each software

Support center staff

Desktop support staff

Other

None

SCCM (Microsoft)

Ghost Solution Suite (Symantec)

Microsoft Deployment Toolkit (Microsoft)

Windows System Image Manager (Microsoft)

Altiris (Symantec)

Support Center Operations Manager (Microsoft)

IBM Tivoli Endpoint Manager (IBM)

LANDesk Management (LANDesk)

Acronics

ARD (Apple Remote Desktop)

Kace (Dell)

Zenworks (Novell)

Swimage (Intrinsic)

SCCM (Microsoft)

Altiris (Symantec)


APPv (Microsoft)



CA Client Automation (CA Technologies)

Zenworks (Novell)

Kace (Dell)


Wise Package Studio (Symantec)

Admin Studio (FrontRange)

Marimba (BMC)

76.9

75.4

17.5

2.9

sysTems managemenT Tools used by deskTop supporT:[Includes responses only from those organizations that use systems management tools]

Percent of organizations using each tool

SCCM (Microsoft)


Altiris (Symantec)

Ghost Solution Suite (Symantec)



Zenworks (Novell)

CA eHealth SystemEDGE (CA Technologies)

Kace (Dell)


61.1

19.9

13.2

10.4

7.7

6.8

5.7

4.0

1.4

1.1

41.9

21.6

19.9

13.7

11.8

8.0

7.2

6.8

6.2

4.9

4.6

4.3

1.2

49.7

15.9

14.4

12.0

11.6

9.9

6.4

6.1

5.3

4.8

4.5

3.9

2.8

Percent of organizations using each system

Remote Support



amounT oF deskTop supporT resolved using remoTe supporT: Tools used To provide remoTe supporT:[Includes only those organizations that provide remote support]

Percentage using each tool

* Chart includes tools in use in more than one percent of organizations.

Microsoft Remote Desktop Connection/RDC (Microsoft)

SCCM (Microsoft)

Windows Remote Assistance (Microsoft)

Bomgar

VNC (RealVNC)

LogMeIn

Webex (Cisco)

GoToAssist (Citrix)

TeamViewer

Mini Remote Control (Dameware)

Altiris (Symantec)


pcAnywhere (Symantec)

Apple Remote Desktop (ARD)

GoToMyPC (Citrix)

Microsoft Lync desktop sharing

Tivoli Remote Control (IBM)

Novell Remote Control

CA Remote Console (CA Technologies)

CA SupportBridge (CA Technologies)

33.7

24.1

19.0

17.4

16.4

13.0

12.7

11.7

11.1

10.7

7.7

7.2

6.6

6.4

4.7

2.9

2.9

2.7

2.0

1.4

125% of tickets

2650% of tickets

5175% of tickets

7699% of tickets

100% of tickets

percenTage oF deskTop supporT organizaTions Formally measuring The percenTage oF TickeTs resolved remoTely:

[Includes only those organizations that provide remote support]



2014

2013

2012

2011

33.0

33.0

31.1

21.3

2014 2013 2012

2% 2% 1%

28% 33% 35%

30% 28% 31%

13% 13% 11%

27% 24%22%

24 252014 HDI Desktop Support Practices & Salary ReportTechnology & Remote Support 25

26 Processes 272014 HDI Desktop Support Practices & Salary Report

PROCESSES

[Respondents were asked to select all applicable options for each practice area; charts include only desktop support teams responsible for each practice area.]

Warranty repairs


Undefined

Being developed

Defined

Documented

Enforced

Measured/tracked

10.5

8.2

47.6

34.6

27.5

32.0

self-maintenance (nonWarranty repairs)


17.8

8.4

43.8

28.8

19.3

24.8

Undefined

Being developed

Defined

Documented

Enforced

Measured/tracked

termination asset recovery


8.8

13.2

43.5

36.8

28.8

30.3

Undefined

Being developed

Defined

Documented

Enforced

Measured/tracked

maintenance depot

19.1

11.4

39.3

27.3

21.3

24.0

Undefined

Being developed

Defined

Documented

Enforced

Measured/tracked


HardWare asset management

5.5

13.3

37.1

30.3

21.7

28.4

Undefined

Being developed

Defined

Documented

Enforced

Measured/tracked


neW-Hire provisioning

Undefined

Being developed

Defined

Documented

Enforced

Measured/tracked

6.4

13.0

43.3

41.1

29.5

31.4


Process Maturity Within Desktop Support

28 292014 HDI Desktop Support Practices & Salary ReportProcesses

PROCESSES

large-scale deployments/projects


Undefined

Being developed

Defined

Documented

Enforced

Measured/tracked

softWare and HardWare procurement


Undefined

Being developed

Defined

Documented

Enforced

Measured/tracked

service request fulfillment

Undefined

Being developed

Defined

Documented

Enforced

Measured/tracked


HoW organizations enforce compliance WitH desktop support processes:

57.2

53.8

49.3

47.8

46.4

39.6

15.3

1.0

Closed-ticket review

Open-ticket review/queue review

Customer surveying

Individual performance review

Coaching/mentoring

Audits

Service improvement project

Other Percentage of organizations using each

9.4

12.6

43.4

35.5

24.5

34.4

5.2

10.1

48.6

39.1

27.8

32.3

4.8

8.9

47.7

41.1

28.9

41.0

desktop support processes are based on tHe folloWing:

ITIL

HDI Support Center Standard

Microsoft Operations Framework (MOF)

LEAN

ISO 9000

Six Sigma

Knowledge-Centered Support (KCS)

Total Quality Management (TQM)

ISO/IEC 20000

COBIT

Capability Maturity Model (CMMI)

Process Maturity Framework (PMF)

Kaizen

Other

None

Percentage of organizations using each

2014

2013

56.1

13.3

5.2

5.2

5.3

4.5

5.2

3.0

2.5

3.1

1.6

0.8

2.4

3.1

30.3

52.5

16.1

8.7

7.5

7.2

6.6

6.4

3.3

2.9

2.8

2.7

2.4

2.3

2.9

24.1

30 312014 HDI Desktop Support Practices & Salary ReportProcesses

32 332014 HDI Desktop Support Practices & Salary ReportTicket Management & Metrics

TickeT ManageMenT & MeTrics

Number of customers

Bring Your Own Device (BYOD) policies

Number of applications

Change in infrastructure

Older equipment

Scope of services offered

Supporting a mobile workforce

Acquisitions/mergers

Customer competency

Service desk staff competency

Security requirements

Compliance expectations

Cloud computing

Knowledge management

Virtual desktop

Remote tools for support

Self-help

Outsourcing service desk functions

Software as a Service (SaaS)

Outsourcing desktop support functions

Other

Service desk staff competency


Remote tools for support

Knowledge management

New customer equipment/devices/applications

Customer competency

Self-help

Number of customers

Cloud computing

Bring Your Own Device (BYOD) policies

Compliance expectations

Virtual desktop

Older equipment

Number of applications

Scope of services offered

Security requirements

Outsourcing service desk functions

Outsourcing desktop support functions

Software as a Service (SaaS)

Supporting a mobile workforce

Acquisitions/mergers

Other

Increases In tIcket volume are attrIbuted to the followIng factors: decreases In tIcket volume are attrIbuted to the followIng factors:

57.061.2 61.6

47.444.443.1

47.152.049.7

39.435.347.2

32.129.836.5

31.927.126.4

25.127.926.1

23.926.322.2

18.819.317.9

12.76.86.9

11.610.110.7

9.45.34.2

9.38.85.0

8.56.09.7

4.42.62.2

5.23.81.4

4.0 1.82.8

6.111.36.9

28.934.242.4

29.131.627.8

22.927.434.0

21.622.616.7

15.612.515.1

11.71.59.7

11.08.35.0

8.94.52.8

8.17.06.0

8.03.02.8

4.42.6 0.9

4.75.32.8

27.530.527.7

26.833.122.2

19.927.424.8

13.65.35.6

13.312.713.5

10.36.011.1

9.77.74.4

8.59.05.6

4.53.32.2

5.63.02.8

3.4 1.70.6

2.86.02.8

32.327.418.2

32.937.636.1

2014

2013

2012

Percentage that selected each

New customer equipment/devices/applications

2014

2013

2012

Percentage that selected each

54% of desktop

support teams

have seen an

increase in ticket

volume over the

past year. 16% of desktop support teams have seen an decrease

in ticket volume over the

past year.



2014

2013

2012

2014

2013

2012Pe

rcen

tage

of

tick

ets

hand

led

the percentage of tIckets assIgned to desktop support from each of the followIng channels:

tIckets are categorIzed as desktop support based on: percentage of tIckets handled by desktop support:

[Number of tickets handled by desktop support Total number of tickets received by the support organization]

Assigned by support center

End user calls desktop support directly

End user emails desktop support directly

End user submits a web request (i.e., does not involve the support center)

Walk-ups/drive-bys

Other

The type of issue (e.g., hardware repair)

Who the ticket is assigned to (e.g., desktop support technician)

How the ticket is resolved (e.g., deskside, remote control)

Other

0-10%

11-20%

21-30%

31-40%

41-50%

Greater than 50%

35.946.350.2

26.322.321.3

16.614.412.8

10.610.27.7

7.46.47.0

2.80.41.2

62.0

64.4

66.7

43.0

44.6

46.0

18.9

16.7

18.9

3.8

5.2

3.4

5.4

15.5

14.9

11.8

11.8

40.6

Percentage of tickets

Percentage of organizations that categorize in this manner


the percentage of organIzatIons that dIstInguIsh between IncIdents and servIce requests:

number of IncIdents vs. number of servIce requests:

Incidents and service requests are measured separately.

We distinguish between them, but we dont measure them separately.

We dont distinguish between incidents and service requests.

Incidents

Service requests

Other

Percentage of each type of ticket for those that distinguish between them

48%

21%

31%

53%44%

3%Incidents: Includes tickets for unplanned work required to fix something. Service requests: Includes tickets where nothing is broken, but a service is needed. Usually planned or scheduled.



average tIme to respond (Includes only typIcal tIckets, not urgent or hIgh-prIorIty tIckets):

[Sum of time to respond on all tickets received by desktop support Number of tickets handled by desktop support]

Incidents* Service requests**

Combined***

Less than 15 minutes

15-30 minutes

30-60 minutes

1-2 hours

2-4 hours

4-8 hours

8-24 hours

More than 24 hours


15-30 minutes

30-60 minutes

1-2 hours

2-4 hours

4-8 hours

8-24 hours

More than 24 hours


15-30 minutes

30-60 minutes

1-2 hours

2-4 hours

4-8 hours

8-24 hours

More than 24 hours

Average

Goal

Percentage of desktop support teams Percentage of desktop support teams


16.519.0

18.713.7

18.417.8

7.712.5

14.414.2

11.010.4

9.88.0

3.64.3

8.68.6

8.97.4

10.311.5

10.810.8

12.110.3

9.110.8

18.517.4

21.723.3

10.716.7

17.014.9

17.318.8

18.815.6

9.614.5

10.78.3

6.38.3

9.62.9

Perc

enta

ge o

f ti

cket

sN

umbe

r of

tic

kets

percentage of tIckets sent to desktop support that could have been resolved by the support center (level 1):

[Number of desktop support tickets that could have been resolved by the support center Total number of tickets received by the desktop support team]

average number of tIckets resolved by one desktop support technIcIan In a month:

[Total number of tickets resolved in a month Total FTE (defined as 40 hours/week)]

0-5%

6-10%

11-15%

16-20%

21-25%

26-30%

Greater than 30%

Fewer than 50

50-75

76-100

101-125

126-150

151-175

176-200

201-225

226-250

251-300

More than 300

11.5

12.4

15.9

19.5

9.7

9.1

21.8

9.7

17.7

15.2

12.1

9.1

7.1

6.7

4.1

3.9

3.2

11.3



* Does not include organizations with a jump-and-run model.

* Does not include organizations with a jump-and-run model.

M

E DIAN

M

EDIAN

16-20%

M

E DIAN

M

EDIAN

101-125

M

E DIAN

M

EDIAN

2-4 hours

M

E DIAN

M

EDIAN

30-60 minutes

M

E DIAN

M

EDIAN

1-2 hours

* Incidents: Includes tickets for unplanned work required to fix something.

** Service requests: Includes tickets where nothing is broken, but a service is needed.

*** Combined: Results represent support centers that do not measure incidents and service requests independently. Includes all of their tickets.

TICkeT ManageMenT & MeTrICS

392014 HDI Desktop Support Practices & Salary Report38 Ticket Management & Metrics


M

E DIAN

M

EDIAN

4-8 hours

M

E DIAN

M

EDIAN

1-2 days

M

E DIAN

M

EDIAN

4-8 hours

M

E DIAN

M

EDIAN

30-60 minutes

M

E DIAN

M

EDIAN

30-60 minutes

M

E DIAN

M

EDIAN

1-2 hours

average tIme to resolve a desktop support tIcket:

[Total time to resolve all desktop support tickets (from the time a ticket is received to the time it is resolved) Total number of tickets resolved by desktop support]

average amount of dedIcated work tIme (effort) a desktop support technIcIan spends on a tIcket:

[Total time spent by staff on desktop support ticket resolution Total number of desktop support tickets]

Incidents* Incidents*Service requests** Service requests**

Combined*** Combined***

Less than 1 hour

1-4 hours

4-8 hours

8-24 hours

1-2 days

3-5 days

More than 5 days


15-30 minutes

30-60 minutes

1-2 hours

2-4 hours

4 - 8 hours

More than 8 hours

Less than 1 hour

1-4 hours

4-8 hours

8-24 hours

1-2 days

3-5 days

More than 5 days


15-30 minutes

30-60 minutes

1-2 hours

2-4 hours

4 - 8 hours

More than 8 hours

Less than 1 hour

1-4 hours

4-8 hours

8-24 hours

1-2 days

3-5 days

More than 5 days


15-30 minutes

30-60 minutes

1-2 hours

2-4 hours

4 - 8 hours

More than 8 hours

Average Goal Average Goal

Percentage of desktop support teams Percentage of desktop support teamsPercentage of desktop support teams Percentage of desktop support teams


20.019.2

25.424.2

14.417.5

16.016.1

15.313.9

6.67.2

2.4 1.9

11.211.0

20.422.1

27.729.8

24.217.3

9.19.6

5.67.7

1.8 2.6

9.610.6

12.013.1

12.39.6

14.916.5

18.515.3

20.924.6

11.810.3

7.69.9

14.113.7

23.222.4

16.317.9

18.516.0

13.012.5

7.27.6

16.724.7

23.022.3

14.413.9

12.514.2

16.414.9

13.18.8

3.9 1.4

8.923.1

26.127.8

25.022.5

23.914.2

8.97.7

5.6 3.6

1.71.2






M

E DIAN

M

EDIAN

70- 80%

M

E DIAN

M

EDIAN

70- 80%

M

E DIAN

M

EDIAN

70- 80%

M

E DIAN

M

EDIAN

6-10%

Perc

enta

ge o

f ti

cket

s

Perc

enta

ge o

f ti

cket

s

Perc

enta

ge o

f ti

cket

s

Perc

enta

ge o

f ti

cket

s

percentage of tIckets escalated to another department or level:

[Number of tickets escalated to a department or level outside of desktop support Total number of tickets received by desktop support]

0-5%

6-10%

11-15%

16-20%

20-25%

Greater than 25%


Average Goal

21.933.5

24.326.4

16.516.2

13.111.6

8.36.9

7.15.5

percentage of tIckets resolved on the fIrst attempt by the technIcIan:

[Number of tickets resolved on the technicians first attempt (either remotely or at the devices location) Total number of tickets]

Incidents* Service requests**

Combined***

Less than 25%

25-50%

50-60%

60-70%

70-80%

80-90%

90-100%

Less than 25%

25-50%

50-60%

60-70%

70-80%

80-90%

90-100%

Less than 25%

25-50%

50-60%

60-70%

70-80%

80-90%

90-100%

Average Goal



10.56.5

14.713.3

13.611.5

9.911.5

20.115.0

19.821.2

11.320.9

7.07.8

10.39.0

13.59.9

10.09.9

15.812.1

19.918.9

23.532.3

6.68.1

19.87.5

15.710.2

15.712.9

17.319.9

16.816.1

8.125.3






M

E DIAN

M

EDIAN

81- 90%

M

E DIAN

M

EDIAN

81- 90%

M

E DIAN

M

EDIAN

81- 90%

percentage of tIckets covered by an sla/ola that meet the specIfIed goal or target:

64% of organizations maintain service level agreements.

36% of organizations maintain operational level agreements.

50% or less

51-70%

71-80%

81-90%

91-100%

50% or less

51-70%

71-80%

81-90%

91-100%

50% or less

51-70%

71-80%

81-90%

91-100%

13.3

11.2

16.1

25.4

34.0

7.5

11.8

14.5

25.7

40.5

5.7

11.7

17.1

34.5

31.0




Incidents*

Service requests**

Combined***

Perc

enta

ge o

f ti

cket

sPe

rcen

tage

of

tick

ets

Perc

enta

ge o

f ti

cket

s




Less than 24 hours

1-2 days

3-5 days

5-10 days

11-15 days

16-30 days

More than 30 days

35.0

24.0

18.0

10.0

6.0

4.0

3.0

Percentage of tickets that are in the queue for each amount of time

Service requests**

amount of tIme desktop support tIckets spend In the queue:

Less than 24 hours

1-2 days

3-5 days

5-10 days

11-15 days

16-30 days

More than 30 days

46.0

24.0

11.0

8.0

4.0

3.0

2.0

Percentage of tickets that are in the queue for each amount of time

Incidents*

Less than 24 hours

1-2 days

3-5 days

5-10 days

11-15 days

16-30 days

More than 30 days

45.0

24.0

13.0

7.0

4.0

3.0

4.0Percentage of tickets that are in the queue for each amount of time

Combined***



average desktop support customer satIsfactIon ratIng:

Very dissatisfied

Dissatisfied

Neutral

Satisfied

Very satisfied

Percentage of organizations collecting information

Percentage of organizations using each method

Percentage of organizations reporting each level of average customer satisfaction

100 percent of tickets closed

Random sampling of tickets closed

Monthly

Quarterly

Semiannually

Annually

Special purposes

Customers submit feedback anytime

Email

Phone

Interoffice mail

Postal mail

Website

Other

customer satIsfactIon data collectIon frequency:

customer satIsfactIon data collectIon methods:

17.0

25.5

7.5

5.4

2.9

4.2

2.6

8.6

39.2

9.5

4.2

1.8

20.6

4.8

33%58%

2%5%

3%

Customer Satisfaction


492014 HDI Desktop Support Practices & Salary Report48 Staff & Structure

2014

2013

2012

THE MOST COMMON NAMES FOR DESKTOP SUPPORT TEAMS ARE VARIATIONS ON THE FOLLOWING:

IT help desk, IT service desk, IT support

Service desk

Desktop support

Help desk

Technical support

Deskside support

Desktop services

Customer support

Field support, field services, field technicians

Support center

PC support, PC services

Workstation support

25.325.225.6

11.211.110.2

10.612.314.6

9.79.77.8

8.08.89.3

7.85.56.1

7.37.77.2

7.16.34.7

5.45.85.5

4.04.43.6

2.62.53.6

1.0 0.71.9


LOCATION OF THE DESKTOP SUPPORT TEAM STAFF:

DEDICATED VIP/EXECUTIVE DESKTOP SUPPORT TECHNICIANS (I.E., TECHNICIANS ASSIGNED FOR VIP SUPPORT):

On site only

Single site/single country (not on site)

Multiple sites/single country

Multiple countries

2014

2014

2013

2013

2012

2012




DESKTOP SUPPORT MODEL (I.E., DISTINCT VS. BLENDED):

51.8 37.7 10.6 54.2 38.2 7.6 59.0 34.8 6.6

The desktop support and support center teams provide distinct and separate functions.

Desktop support is a function within the support center where analysts take on support center and desktop support roles as required (e.g., jump and run).

Desktop support is a support center function where analysts rotate support center and desktop support roles as scheduled (e.g., support center analyst role for two weeks, then desktop support technician role for two weeks).

15%

38%

37%

11%

15%

13%

38%

16%

39%

61%

9%

12%

35%

44%

10%

Yes, technicians are dedicated to VIP/executive desktop support

Yes, but technicians alternate in this role as scheduled

No separate VIP/executive support

50 512014 HDI Desktop Support Practices & Salary ReportStaff & Structure

STAFF & STRUCTURE

cuRRenT hiRing sTaTus:

challenged To Find skilled deskTop suppoRT pRoFessionals:

aveRage Technician TuRnoveR RaTe oveR The pasT Twelve monThs:

Expanding creating and filling new positions

Filling openings filling current positions as they come open

Frozen not filling open positions

Cutting/reducing staff will be smaller than it is now

Very satisfied

Satisfied

Neutral

Dissatisfied

Very dissatisfied

2014 2013

6% 13%

27%

54%

7%18%

32%

44%

Desktop Support Technician

Desktop Support Manager

Director of Desktop Support




measuRing Technician saTisFacTion:

38.1 35.9 26.0 35.8 38.9 25.4 40.3 30.7 29.0

Yes Somewhat No

41% of organizations measure technician satisfaction.

aveRage Technician saTisFacTion:

Left the company

Left the support organization but stayed within the company

Changed positions but stayed within the support organization

Daily

Weekly

Monthly

Quarterly

Semiannually

Annually

10.5

6.7

4.7

3.6

6.3

11.7

6.1

4.2

9.2

aveRage TenuRe in each posiTion:

Less than 1 year

1 year

2 years

3 years

4 years

5 years

58 years

810 years

1015 years

More than 15 years


3.0

5.0

19.0

19.0

9.0

14.0

16.0

9.0

4.0

3.0



4.0

4.0

10.0

13.0

8.0

15.0

15.0

12.0

12.0

8.0


5.0

6.0

9.0

9.0

7.0

11.0

15.0

10.0

14.0

14.0

0.4%2%

34%

54%

9%

Hiring & Retention


STAFF & STRUCTURE

Less than two weeks

Two weeks to one month

One to two months

More than two months

aReas oF TRaining Focus:

meThods used To TRain deskTop suppoRT Technicians:

pRimaRy TRaining Focus FoR new deskTop suppoRT Technicians:

Time iT Takes FoR a new deskTop suppoRT Technician To woRk pRoFicienTly on his/heR own:

indusTRy posiTion on ceRTiFicaTion FoR deskTop suppoRT Technicians:



New-hire training Ongoing training


Customer service

Communication

Leadership

People management (coaching, performance management, recruiting, etc.)

Project management

Safety

Self-management (stress, time, assertiveness, interpersonal skills, etc.)

Service management process skills

Teamwork skills

Technologies used by customers

Technologies used to provide support

Troubleshooting/problem solving

Other

No formal training

Technologies used by customers

Technologies used to provide support

Customer service skills

Problem-solving skills

Business introduction

Learning to use knowledge base

Service management skills (e.g., ITIL)

Learning to leverage other staff

Other

Blended learning (instructor-led combined with self-paced)

Call monitoring

Computer-based training

Formal classroom

Mentoring/coaching

On-the-job training

Online, self-paced

Required reading (i.e., articles, books, manuals, white papers, etc.)

Shadowing

Ticket review

Virtual classroom

Webinars

Other

None

39.9

37.6

45.7

28.2

58.5

72.5

33.7

27.7

61.8

47.5

13.1

22.4

7.2

10.7

35.3

27.9

48.5

32.1

53.4

63.4

43.5

29.7

32.6

49.7

21.0

39.0

1.0

8.4

54.9

41.2

13.4

14.6

11.6

36.3

32.4

28.5

40.7

54.7

60.0

50.3

9.3

19.3

20.4

19.2

16.2

14.0

10.5

7.5

5.4

3.7

3.2

37.8

37.3

55.3

51.5

36.7

36.0

36.6

34.6

36.8

35.7

39.1

29.5

9.8

21.8

23.3

28.3

48.0

40.4

32.4

29.6

27.7

24.4

26.4

19.8

19.9

15.8

10.7

27.7

Percentage of organizations training in each area


Percentage of organizations selecting each as their primary focus

Percentage of organizations using each method

37%30%

22%11%


The organization requires formal certification

Certified staff/potential hires are paid more

Certification is an important criteria for promotion

Certification is an important criteria for hiring

14.8

15.2

23.6

30.9

Training & Certification


STAFF & STRUCTURE

ceRTiFicaTions RequiRed FoR deskTop suppoRT Technicians:

[Includes responses from the 192 organizations that require formal certifications]

deskTop suppoRT Technicians aRe paid moRe FoR having The Following ceRTiFicaTions:

[Includes responses from the 198 organizations that pay more for formal certifications]

CompTIA A+

ITIL Foundation

CompTIA Network+

HDI Support Center Analyst

MCPID: Enterprise Desktop Support Technician 7 (Windows 7)

HDI Desktop Support Technician

Microsoft Office User Specialist

CompTIA Security+

Apple Certified Support Professional

Warranty certifications (i.e., DELL, HP, Lenovo)

MCDST (Windows XP)

Apple Certified Technical Coordinator

ITIL (other)

MCPID: Enterprise Desktop Support Technician (Windows Vista)

CompTIA Linux+

Legacy certifications

Other

CompTIA A+

CompTIA Network+

MCPID: Enterprise Desktop Support Technician 7 (Windows 7)

ITIL Foundation

HDI Desktop Support Technician

CompTIA Security+

HDI Support Center Analyst

Microsoft Office User Specialist

Apple Certified Support Professional

MCDST (Windows XP)

ITIL (other)

Warranty certifications (i.e., DELL, HP, Lenovo)

Apple Certified Technical Coordinator

MCPID: Enterprise Desktop Support Technician (Windows Vista)

CompTIA Linux+

Legacy certifications

Other

55.7

28.1

25.0

24.0

24.0

22.9

19.3

16.7

14.6

14.6

14.1

7.8

7.3

5.2

4.7

4.2

8.9

55.1

41.4

40.4

38.4

30.3

27.3

26.8

25.8

21.7

20.7

18.2

17.2

13.1

13.1

10.1

6.6

9.1Percentage that require each certification

Percentage that pay more for each certification

56 Staff & Structure 572014 HDI Desktop Support Practices & Salary Report

STAFF & STRUCTURE

DESKTOP SUPPORT TECHNICIANS WORKING FROM HOME:

DIFFERENCES FOR HOME-BASED TECHNICIANS VS. ON-SITE TECHNICIANS:

[Includes responses from the 388 organizations that have home-based technicians]

PERCENTAGE OF ORGANIZATIONS WHOSE DESKTOP SUPPORT SERVICES ARE BEING OUTSOURCED:

All technicians work from home at all times.

All technicians work from home part of the time.

Some technicians work from home at all times.

Some technicians work from home part of the time.

No technicians work from home, but we are planning

to implement this in the next twelve months.

No technicians work from home and we have

no plans to implement this in the next twelve months.

Pay

Tenure requirements

Experience requirements

Training requirements

Certification requirements

Performance-level requirements

Flexibility in work schedule

2014

2013

2012

2011

2.8

0.9

0.8

4.6

2.1

1.5

4.9

4.4

4.7

16.2

14.1

18.0

9.1

8.0

5.3

62.3

70.4

69.7

10.0

12.3

25.5

10.4

26.1

10.9

15.9

11.7

7.8

11.1

17.9

11.5

20.0

11.6

82.9 11.9 3.6 1.7

78.6 17.4 2 2

78.0 14.6 3.8 3.6

79.9 12.9 3.3 3.8



Greater for home-based technicians than on-site technicians

Less for home-based technicians than on-site technicians

None Less than half Greater than half All

2014

2013

2012

54% of organizations with home-based

technicians dispatch to the physical location of the

device when needed.

Home-Based Technicians

Outsourcing Desktop Support Services


STAFF & STRUCTURE

locaTion oF ouTsouRced sTaFF:

cuRRenTly ouTsouRced deskTop suppoRT seRvices:

FacToRs inFluencing decision To ouTsouRce oR To consideR ouTsouRcing:

FacToRs pRevenTing The oRganizaTion FRom ouTsouRcing moRe:

expecTaTions FoR ouTsouRcing in The nexT Twelve monThs:

In house (in your facility)

In country (third-party facility in your country)

Near-shore (third-party facility in an adjacent country)

Offshore (third-party facility in a nonadjacent country)

Printer support

Hardware repair

Deployments

Dispatch to deskside field

Application-specific support

Dispatch to deskside local

Imaging

Mobile device support

Depot repair

Other

8.4

7.5

5.3

5.3

5.1

4.7

4.3

4.3

3.9

2.0

Cost

Need for expertise (including language requirements)

Outsourced service is not a core business competency

HR issues (e.g., turnover, low morale, etc.)

Leveraging better technology


Mergers/acquisitions

Recently expanded our scope of support

Real estate issues (e.g., no room, physical location cost too much)

Other

64.2

23.9

21.4

18.4

17.9

12.4

11.9

11.9

8.5

12.9

Control of service

Service quality

Customer acceptance

Cost

Security

Staff morale

Legal requirements

Other

49.7

40.9

40.7

34.2

33.2

24.6

12.9

4.6

Begin outsourcing

Outsource more

No change in the current level of outsourcing

Reduce the current level of outsourcing

Not currently outsourcing, no plans to outsource

I dont know






4% 4%

27%

45%

3%

16%

7.8

13.6

2.5

4.1


STAFF & STRUCTURE

62 632014 HDI Desktop Support Practices & Salary ReportDesktop Support Salaries

DESKTOP SUPPORT SALARIES

DESKTOP SUPPORT TECHNICIAN

Desktop Support Technician (DST): A technical support professional who responds to tickets related to customer equipment when additional skills, knowledge, tools, or authority are required. This position may

resolve tickets remotely, deskside, or via equipment returns.

Number of levels of desktop support technicians, not including team leads, supervisors, managers, etc. (includes only those organizations with dedicated DSTs):

One level

Two levels

Three or more levels37%

40%

23%

The following applies to organizations with a single level of desktop support technicians:

Lowest end of salary range (average) $41,175

Highest end of salary range (average) $62,642

Current average salary $51,060

Years of experience in IT support 6.3

Years of experience as a DST 5.7

US Data

DESKTOP SUPPORT TEAM LEAD

Desktop Support Team Lead (DSTL): An advanced DST who, in addition to DST responsibilities, provides training, mentoring, and/or coaching for a team of DSTs, but does not have direct staff management responsibilities. May have oversight responsibility for processes, project management tasks, and/or

providing support to management.

51% percent of organizations have desktop support team leads.

The following applies to organizations with two or more levels of desktop support technicians:

Junior-level DST Senior-level DST

Lowest end of salary range (average) $38,987 $47,640

Highest end of salary range (average) $54,919 $66,709

Current average salary $45,796 $56,226

Years of experience in IT support 3.3 5.5

Years of experience as a DST 3.2 5.2





Years of experience as a DST 7.3

US Data

US Data


DESKTOP SUPPORT SALARIES

21%

28%

52%

DESKTOP SUPPORT MANAGER

Desktop Support Manager (DSM): This role is responsible for managing a team of DSTs and/or supervisors while executing the operational and tactical plans of desktop support, and satisfying customer and

business needs. Responsibilities may include performance management, monitoring/reporting metrics, audits, purchase approvals, and other similar job functions.

Dedicated desktop support manager:

DIRECTOR OF DESKTOP SUPPORT

Director of Desktop Support (DDS): The responsibilities of this role extend beyond an individual desktop support team. Managers of desktop support teams report to this person. This position may also be referred

to as a senior manager.

Percentage of organizations with a dedicated director of desktop support:

Have a dedicated desktop support manager

Desktop support manager oversees other areas as well

No desktop support manager

Have a dedicated director of desktop support

Director of desktop support oversees other areas as well

No director of desktop support57%

23%

20%

Support center

Network support

Server support

Desktop engineering

Security

Executive/VIP support

Support center

Desktop engineering

Server support

Network support

Executive/VIP support

Security

Other areas managers of desktop support oversee (includes organizations without a dedicated DSM): Other areas directors of desktop support oversee (includes organizations without a dedicated DDS):

70.8

37.2

34.6

32.7

22.4

22.4

71.4

49.2

45.4

45.1

34.6

32.4

Lowest end of salary range (average) $70,090 $66,440

Highest end of salary range (average) $88,773 $89,171

Current average salary $80,015 $78,820

Years of experience in IT support 10.8 10.7

Distributed DSM (i.e., oversees other areas in Dedicated DSM addition to desktop support)

US Data





US Data


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Documents

2014 HDI Desktop Support Practices & Salary Report