09 Sep, 2015, 08:00 ET
COLORADO SPRINGS, Colo., Sept. 9, 2015 /PRNewswire/ -- HDI, a UBM Tech company and the first professional association created for the technical support industry, announced the release of the 2015 HDI Desktop Support Practices & Salary Report, annual research that provides insight into the day-to-day operations and compensatory practices of desktop support operations throughout the industry. The report is being released in anticipation of HDI's annual FUSION event, taking place November 1-4, at the Hyatt Regency in New Orleans. 1,600 of the top industry professionals are expected to attend the conference, known as the most comprehensive and respected event in the ITSM industry.
For more information and to download the full report, please visit: ubm.io/Salary15
Each year, the HDI Desktop Support Practices & Salary Report provides current, valuable desktop support statistics and data, collected from practitioners within the technical support industry, that desktop support teams use to benchmark their performance, validate existing practices, justify budgets, compare salaries, and improve overall business operations.
Responses from 1,013 desktop support professionals across more than thirty vertical industries were collected for the report. Current practices, processes, plans, and challenges are thoroughly covered in a variety of key areas, such as performance metrics, ticket management, technologies, adopted frameworks, outsourcing, staffing, training, and salaries.
Some key findings from this year's report include:
- The industry has seen a shift in remote support technology use; it has become much more commonly used by support center analysts, instead of desktop support.
- The most common licensing for all technologies is a one-time purchase with maintenance included.
- 41% of organizations have desktop support technicians working from home at least part-time.
- The primary training focus for new technicians is learning to use the knowledge base.
- Only 52% of organizations say their technicians are satisfied in their jobs.
- Most organizations say it's a challenge to find skilled desktop support technicians.
- 88% of desktop support teams are responsible for hardware asset management.
- Desktop support functions are outsourced in 23% of organizations; 15% plan to start outsourcing in the next year.
- 63% of organizations provide VIP/executive desktop support.
- 70% of desktop support teams have seen an increase in ticket volume.
- 60% of organizations report that their customers are satisfied with the desktop support they receive.
"From commonly tracked performance metrics to statistics on staffing models, technologies used, and pay, the 2015 HDI Desktop Support Practices & Salary Report provides keen insights and real-world information from all over the technical support industry," says Craig Baxter, HDI's global brand director. "Among HDI's most impactful publications, this report helps organizations better understand the workings of the technical support industry as a whole, and provides them with the knowledge to make informed decisions and improve customer service."
The 2015 HDI Desktop Support Practices & Salary Report, delivered digitally, is free to HDI members. Members also have access to a sister report, the 2015 HDI Support Center Practices & Salary Report, which is tailored to the service desk community. This report will be released in the fall, and HDI is currently collecting data via an online survey (open until August 18). Information about both annual studies can be found here: ubm.io/Reports15
For more information and to register for FUSION 15, visit ServiceManagementFUSION.com. As an added bonus, all individuals who register between now and Friday, September 18th will be entered in a drawing to win an Apple Watch. Learn more and register at ServiceManagementFUSION.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 connect with 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.
About UBM Tech
UBM Tech engages technology professionals live and online through its world-class brands, including Black Hat, InformationWeek, Enterprise Connect, Game Developers Conference (GDC), Dark Reading, HDI, GTEC, Network Computing and Interop. We're dedicated to fostering real engagement by creating environments where the technology industry can make connections, share insights, and network effectively. UBM Tech is the only media company that delivers large-scale industry events, leading online brands and content marketing services serving the Enterprise IT, Information Security, Game Development, Enterprise Communications and Technical Services and Support communities. UBM Tech is a part of UBM (UBM.L), a global provider of media and information services with a market capitalization of more than $2.5 billion. For more information, go to http://tech.ubm.com.
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