ROADMAP FOR

DESKTOP SUPPORT’S

FUTUREIt’s Changing. Are You Ready?

Nenita Rozzi

Marsh & McLennan Companies

ABOUT ME

Been with Marsh & McLennan Companies for 18

years

Been part of HDI since 2005

Graduated from San Francisco State with a

Bachelor’s emphasizing in Computers &

Information Systems

San Francisco Native

DESKTOP SUPPORT AS WE’VE KNOWN IT IS

CHANGING & OUR SUPPORT BASE IS EVOLVING

What it once was:

- At the desk/onsite visits

- Hardware break/fix

- Desktops/Laptops/Printers

- Corporate provided equipment

- Client-based applications

Our support base was at our mercy

What it is now:

Remote support

Quick ship

Tablets, Smartphones

- BYOD

Web-based applications

What it once was:

- At the desk/onsite visits

- Hardware break/fix

- Desktops/Laptops/Printers

- Corporate provided equipment

- Client-based applications

Our support base was at our mercy

Now, our support base is smarter. There’s self-service, self-

healing. So what’s next for us?

DESKTOP SUPPORT AS WE’VE KNOWN IT IS

CHANGING & OUR SUPPORT BASE IS EVOLVING

CAN WE SEE INTO THE FUTURE?

From the Desktop Support Roadmap…

“The world of desktop support, or second-level

support is on the cusp of major change”

“It is important to understand that you are

responsible for your own career and for the

success of desktop support.”

HDI DESKTOP SUPPORT ADVISORY BOARD

Created in 2010 to serve the Desktop Support Community

Primary mission of this strategic group

Provide advice & guidance for the creation of industry

standards, best practices, research, and professional

development

Serve the community & enhance the desktop support

profession

L.L. Bean Long View Systems Boston University George Mason University University of Wisconsin,

Green Bay PepsiCo United Healthcare

Ion Media

Boise State University

Verint

Marsh & McLennan Companies

Jack in the Box

Parkview Health

DSAB LOOKS AT PREPARING FOR THE FUTURE

From Desktop to Technology Partner

November 2013 webinar by Cay

Robertson, Mike Hanson, and Roy

Atkinson.

The Future of Desktop Support: A

Roadmap

White paper developed by the DSAB &

published January 2014

ROAD TO SUCCESSStrategy: Creating a brand to make us more visible to our peers and the business.

“…letting everyone know that the “desktop” in desktop support refers not to a physical device but to the place where work gets done. How the desktop is delivered to a screen is irrelevant to our ability to support technology in the pursuit of the business’ success.”

Business Skills: Speak the same language, learn their language, know their business.

Current Technologies: Understand current technologies, apply the technologies to provide value to the business.

Core Competencies/Transferable Skills: We have accumulated sought after skills in what we do every day. These skills are valued by those that we support because we understand & work to meet their expectations .

DESKTOP SUPPORT VISION STATEMENT

“We are passionate about delivering a

positive customer experience by serving as

a liaison between business and

technology. We leverage our technical

expertise to advocate for and provide

solutions, adapting to new technology

through continuous learning.”

ARE WE READY FOR THE FUTURE?

What changes are you seeing?

What is the future?

How are you adapting?

Are Desktop Support Technicians today prepared for what desktop support will be tomorrow?

STAY ON TOP OF YOUR GAME!

Upcoming Meetings

Portland, OR – June 16-19, 2014

Minneapolis, MN – October 6-9, 2014

HDI Desktop Support Forum

Learn first hand what is being seen in the industry

Network with others to share knowledge & best practices

Address the top priorities seen in Desktop Support today

More importantly find out what others see in the future & how

they’re preparing

http://www.thinkhdi.com/membership/forums/desktop-

support.aspx

TENTATIVE JUNE FORUM AGENDA

• Facilitated Discussion of career paths, planning and

driving internal opportunities

• Debate-style discussion about interactions between

service desk & desktop support

• Technology shifts & forecasts

• Knowledge Management

STAY ON TOP OF YOUR GAME!

Use HDI resources to build your desktop support team for the future.

Remember this link:

http://www.thinkhdi.com/ds

HDI website & publications for Desktop Support

Desktop Support Practices & Salary Report

Research papers, white papers, webinars

HDI Desktop Support Professional Discussion Forum on Linked-in

HDI Local Chapter meetings

QUESTIONS?