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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens

PEEK VIEW - Desktop Support Practices & Salary Report 2015

Desktop Support Practices and Salary SurveyInformation on Technology, Remote Support, Processes, Ticket Management, Metrics, Staff, Structure and Salaries are all covered in this comprehensive survey report.

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Desktop support is the function primarily responsible for responding to tickets (incidents, questions, and service requests) that relate to hardware, software, and applications used directly by end users. This function is also responsible for the management of assets assigned to end users and projects related to deployment, movement, additions, or changes (DMAC). Desktop support tickets may be resolved remotely, at the user’s location, via walk-up, or via equipment returns. In some organizations, this function is referred to as field services, deskside support, or deskside

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