HDI Releases First Annual HDI Desktop Support Practices & Salary Report

HDI, a global association for IT service and technical support professionals, announced it's first annual Desktop Support Practices & Salary Report, a research study that offers insights into current processes, technologies, metrics, staffing and salaries within desktop support.

Key findings of the study include:

-- Forty-six percent of desktop support organizations use remote support for more than half of the support they provide;

-- While 91 percent of desktop support organizations use incident management systems, 24 percent plan to replace or upgrade their systems this year;

-- Seventy-two percent of organizations send the majority of escalated tickets to a desktop support team from the support center;

-- Over a quarter of organizations allow desktop support technicians to work from home, and of those, just over half dispatch to the physical location of the device;

-- Seventy percent of organizations have dedicated desktop support technicians, while the other 30 percent have a blended model with the support center; and

-- Senior-level desktop support technicians are, on average, earning $13,000 USD more than their junior-level counterparts.

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