HDI, an IT service and technical support association, announced the release of the 2011 HDI Support Center Practices & Salary Report. Further proving HDI's dedication to the advancement of the industry, the report features research pertaining to industry trends, tendencies, and best practices, utilizing statistics and data provided by IT service and technical support professionals themselves.
Key findings include:
-- Support centers continue to see an increase in ticket volume; sixty-eight percent saw an increase in 2011.
-- New customer equipment, devices, and applications are the number-one factor in ticket volume increases.
-- Support centers are shopping for technology this year; more than fifty percent of support centers will be adding, upgrading, or replacing their knowledge management and self-help tools.
-- Fifty percent of support centers are using social media to provide support.
-- For the first time in the survey's history, the term service desk is being used more than help desk.
-- There is greater utilization of less expensive channels of support, such as web requests and auto-logging.
-- Two-thirds of the industry distinguishes between incidents and service requests, but only forty-three percent of support centers are measuring them separately.
-- Forty percent of support centers have staff working remotely and an additional ten percent plan to implement remote support in the next twelve months.
-- Smaller support centers pay higher salaries than their larger counterparts for staff-level positions (non-management).
More information on service and support can be found at www.SupportIndustry.com