2014 hdi desktop support practices & salary report
DESCRIPTION
2014 HDI Desktop Support Practices & Salary ReportTRANSCRIPT
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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
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.................................................................................................................................................................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
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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 (
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Who the Data Represent
8 92014 HDI Desktop Support Practices & Salary ReportDemographics: Who the Data Represent
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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
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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
Percentage of desktop support teams supporting each type of device
Percentage of desktop support teams
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
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14 152014 HDI Desktop Support Practices & Salary ReportTechnology & Remote Support
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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)
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)
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 of desktop support teams
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
16 172014 HDI Desktop Support Practices & Salary ReportTechnology & Remote Support
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TECHNOLOGY & REMOTE SUPPORT
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
Incident management system
Knowledge management system
Systems management tools (e.g., SCCM)
Alerts/monitoring tools
Asset management system
Customer satisfaction surveys
Imaging system
Application packaging software
Collaboration tools
Application license management
Rank 2011 2012 2013 2014
1
2
3
4
5
6
7
8
9
10
11
Percentage aligning with each selection
18 192014 HDI Desktop Support Practices & Salary ReportTechnology & Remote Support
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TECHNOLOGY & REMOTE SUPPORT
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
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/shadow tools
Systems management tools
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/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
Percentage of organizations
20 212014 HDI Desktop Support Practices & Salary ReportTechnology & Remote Support
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TECHNOLOGY & REMOTE SUPPORT
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:
Percentage of organizations
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)
Support Center Operations Manager (Microsoft)
APPv (Microsoft)
LANDesk Management (LANDesk)
IBM Tivoli Endpoint Manager (IBM)
CA Client Automation (CA Technologies)
Zenworks (Novell)
Kace (Dell)
ARD (Apple Remote Desktop)
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)
Support Center Operations Manager (Microsoft)
Altiris (Symantec)
Ghost Solution Suite (Symantec)
IBM Tivoli Endpoint Manager (IBM)
ARD (Apple Remote Desktop)
Zenworks (Novell)
CA eHealth SystemEDGE (CA Technologies)
Kace (Dell)
LANDesk Management (LANDesk)
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
22 232014 HDI Desktop Support Practices & Salary ReportTechnology & Remote Support
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TECHNOLOGY & 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)
LANDesk Management (LANDesk)
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]
Percentage of organizations
Percentage of organizations
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
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26 Processes 272014 HDI Desktop Support Practices & Salary Report
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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
Percentage of organizations
Undefined
Being developed
Defined
Documented
Enforced
Measured/tracked
10.5
8.2
47.6
34.6
27.5
32.0
self-maintenance (nonWarranty repairs)
Percentage of organizations
17.8
8.4
43.8
28.8
19.3
24.8
Undefined
Being developed
Defined
Documented
Enforced
Measured/tracked
termination asset recovery
Percentage of organizations
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
Percentage of organizations
HardWare asset management
5.5
13.3
37.1
30.3
21.7
28.4
Undefined
Being developed
Defined
Documented
Enforced
Measured/tracked
Percentage of organizations
neW-Hire provisioning
Undefined
Being developed
Defined
Documented
Enforced
Measured/tracked
6.4
13.0
43.3
41.1
29.5
31.4
Percentage of organizations
Process Maturity Within Desktop Support
28 292014 HDI Desktop Support Practices & Salary ReportProcesses
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PROCESSES
large-scale deployments/projects
Percentage of organizations
Undefined
Being developed
Defined
Documented
Enforced
Measured/tracked
softWare and HardWare procurement
Percentage of organizations
Undefined
Being developed
Defined
Documented
Enforced
Measured/tracked
service request fulfillment
Undefined
Being developed
Defined
Documented
Enforced
Measured/tracked
Percentage of organizations
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
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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
Change in infrastructure
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.
34 352014 HDI Desktop Support Practices & Salary ReportTicket Management & Metrics
-
TickeT ManageMenT & MeTrics
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
Percentage of organizations
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.
36 372014 HDI Desktop Support Practices & Salary ReportTicket Management & Metrics
-
TickeT ManageMenT & MeTrics
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
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
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
Average
Goal
Percentage of desktop support teams 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
Percentage of desktop support teams
Percentage of desktop support teams
* 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
-
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
Less than 15 minutes
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
Less than 15 minutes
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
Less than 15 minutes
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
Percentage 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
* 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.
40 412014 HDI Desktop Support Practices & Salary ReportTicket Management & Metrics
-
TickeT ManageMenT & MeTrics
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%
Percentage of desktop support teams
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
Percentage of desktop support teams Percentage of desktop support teams
Percentage of desktop support teams
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
* 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.
42 432014 HDI Desktop Support Practices & Salary ReportTicket Management & Metrics
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TickeT ManageMenT & MeTrics
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
Percentage of desktop support teams
Percentage of desktop support teams
Percentage of desktop support teams
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
* 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.
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***
44 452014 HDI Desktop Support Practices & Salary ReportTicket Management & Metrics
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TickeT ManageMenT & MeTrics
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
46 472014 HDI Desktop Support Practices & Salary ReportTicket Management & Metrics
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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
Percentage of desktop support teams
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
Percentage of organizations
Percentage of desktop support teams
Percentage of desktop support teams
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
Percentage of organizations
Percentage of organizations
Percentage of organizations
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
Desktop Support Technician
3.0
5.0
19.0
19.0
9.0
14.0
16.0
9.0
4.0
3.0
Desktop Support Manager
Percentage of organizations
4.0
4.0
10.0
13.0
8.0
15.0
15.0
12.0
12.0
8.0
Director of Desktop Support
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
52 532014 HDI Desktop Support Practices & Salary ReportStaff & Structure
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:
Desktop Support Technician
Desktop Support Manager
New-hire training Ongoing training
Director of Desktop Support
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
Percentage of organizations selecting each as their primary focus
Percentage of organizations using each method
37%30%
22%11%
Percentage of organizations
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
54 552014 HDI Desktop Support Practices & Salary ReportStaff & Structure
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
Percentage of desktop support teams
Percentage of desktop support teams
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
58 592014 HDI Desktop Support Practices & Salary ReportStaff & Structure
STAFF & STRUCTURE
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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
Change in infrastructure
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
Percentage of organizations
Percentage of organizations
Percentage of organizations
Percentage of organizations
Percentage of organizations
4% 4%
27%
45%
3%
16%
7.8
13.6
2.5
4.1
60 612014 HDI Desktop Support Practices & Salary ReportStaff & Structure
STAFF & STRUCTURE
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62 632014 HDI Desktop Support Practices & Salary ReportDesktop Support Salaries
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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
Lowest end of salary range (average) $56,263
Highest end of salary range (average) $73,671
Current average salary $64,369
Years of experience in IT support 8.4
Years of experience as a DST 7.3
US Data
US Data
64 652014 HDI Desktop Support Practices & Salary ReportDesktop Support Salaries
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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
Lowest end of salary range (average) $96,155
Highest end of salary range (average) $123,237
Current average salary $106,744
Years of experience in IT support 12.7
US Data
66 672014 HDI Desktop Support Practices & Salary ReportDesktop Support Salaries
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