© HDI 2014. All Rights Reserved

The Future of Desktop Support

Rick LenhartProgram Manager, ITIL Expert

Pomeroy IT Solutions

1. Is Desktop Support going away?

Desktop Support

2. Is the Role Changing?

…. Know the past

1980’s 2016

Current State - Typical User ?

In the new “our” world…

1. Do we need a new image?

2. We must support the business.

3. We must keep current with technology.

What’s in a name ?

Desktop Support is the most common

name after IT HelpDesk or

Service Desk

What do you call it?• Technical Support• Business Infrastructure Services (BIS)• Technology Service Center

• Geek Squad

• End User Services• Enterprise Information

Delivery Solutions Team

• Apple Genius Bar

What do you call them?

PC Tech

Desktop Engineer

Break / Fix Tech

System AdminDepl

oym

ent T

ech

Mobility Specialist

A Shift is Happening

More organizations are integrating Desktop Support with the Support Center.

More Incidents Resolved Remotely

Skilled staff are still needed.

DS = Technology + Customer Service

Do Certifications Matter?• Required• Paid more• Impacts promotions• Influences hiring

Required Certifications

• CompTIA

• ITIL

• HDI

• Microsoft

Outsourcing Desktop Support

• 82.9% do not out outsource this function• Is there a shift to bring it back in house?

Supporting the Business

Alignment

Skills

Language

Priorities

ROI

Value

Required Support Technologies

Top 3: Remote Control, Incident Management & Knowledge Management

Incidents vs Requests

Requests Take More Time

Customers are Going Direct to DS

Customer Satisfaction

Email and Website are most commonly used to collect Customer Satisfaction data

Staying Current with Technology

And Trends

•Bring Your Own Device

•Mobility

•Consumerization

•Cloud

•Virtual Environments

BYODInteresting stats: •Currently, 74% of companies allow some sort of BYOD•89% have mobile devices connecting to their networks•More than 50% of network devices will ship without a wired port

Pros: •Enhanced productivity (perceived)•Better mobility•More availability

Cons: •Security (device and network)•Manageability •Supportability•Ownership•Expectations•IT knowledge and development lacking

Devices Supported• 86.1% of DS team support mobile devices• 67.8% support telecommunications

Consumerization of IT

Providing more choice and more access points.

“The Internet of Things”

Cloud has moved the computing,

and the data, but not the user or the device.

Virtualization

Centralizing the data, the applications, and the configurations.

Shifts from application support to connectivity support.

Free to HDI MembersTo get additional research statistics, download or view online the

2014 HDI Desktop Support Practices & Salary Report

Also available via the HDI Reading Room app

ThinkHDI.com/DS

© HDI 2014. All Rights Reserved

Thank You

Rick Lenhartrick.lenhart@pomeroy.com