Released annually, the HDI Technical Support Practices & Salary Report helps organizations better understand the workings of the IT management industry as a whole, providing them with the knowledge needed to make informed decisions and improve customer service. Responses from more than 1,000 technical support professionals across all industries have been compiled into this report, covering current processes, plans, and challenges in a variety of key areas, such as performance metrics, ticket management, technologies, adopted frameworks, outsourcing, compensation, training, and salaries.
Key findings from this year's report include:
- 57% of support centers reported an increase in ticket volume in the last year
- 13% of desktop support teams reported a decrease in ticket volume in the last year, which was primarily attributed to an increase in service desk staff competency
- For support centers, incident management, knowledge management, and remote control tools are the top three must-have technologies for providing successful support (in order)
- 24% of organizations report that their support centers are expanding (that is, creating and filling new positions), while only 3% report that they're cutting staff; 51% are filling open positions but not adding new ones
- 34% of organizations report having difficulty finding skilled desktop support technicians
- 50% of support centers aren't currently outsourcing and have no plans to start; 23% of organizations are outsourcing some or all of their desktop support services
"It's not always easy keeping a support center running smoothly. Staying on top of the latest technologies and processes, keeping employees satisfied and motivated, and ensuring customers are happy are all things that take time, effort, and research," says Justin Robbins, Group Community Director for HDI. "Each year, HDI does all of that research and publishes the results in the HDI Technical Support Practices & Salary Report—a comprehensive guide that allows organizations to benchmark their performance, validate existing practices, and improve overall business operations. This report aims to serve the HDI community with valuable data and insights professionals won't find elsewhere."
The 2016 HDI Technical Support Practices & Salary Report is free to HDI members—they can download the report or view the digital version here: http://ubm.io/2hRN0cV.
Non-members can access an excerpt of the report and view the Ticket Management section at http://ubm.io/2jmxQ0k.
To gain additional insight into these trends and hear from today's leading professionals be sure to attend HDI 2017 Conference & Expo, the technical support industry's most comprehensive event. To learn more, please visit: http://www.hdiconference.com/
Media can obtain a copy of the report by contacting HDIPR@ubm.com
Founded in 1989, HDI is the first membership association and certification body created for the technical support industry. Since then, HDI has remained the source for professional development by offering the resources needed to promote organization-wide success through exceptional customer service. In other words, we help professionals in service management better serve customers. We do this by facilitating collaboration and networking, hosting acclaimed conferences and events, producing renowned publications and research, certifying and training thousands of professionals each year, and connecting solution providers with practitioners. Learn more at www.ThinkHDI.com. HDI is organized by UBM Americas, a part of UBM plc (UBM.L), an Events First marketing and communications services business. For more information, visit ubmamericas.com.
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