Download HDI Research Corner_Help Desk Structure report_Feb09 To find out about current trends in help desk support staff structure HDI asked its members to share what they are currently doing in their support centers. Results are based on responses from 486 support professionals. Data were collected via an on-line survey which members responded to from February 11, 2009 through February 17, 2009. Tiered support and Single Point of Contact are prevalent practices in IT support organizations. Almost half of the industry has moved away from a call screener/dispatch position in their organization. For those who have this level of support it falls within the help desk along with Level 1 support. About half of the support centers contain level 2 support, but higher levels of support, such as level 3 and desktop support, often fall within another area of IT support. About 43% plan to make changes to their structure in the year to come and about 43% have no current plans to change Click here for the full report: Download HDI Research Corner_Help Desk Structure report_Feb09 Jenny Rains, Research Analyst, HDI Do you have a non-traditional support center structure you would like to blog about? Our members would love to hear it! Comment below.
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February 18, 2009
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