1300 130 447
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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
Category: People Management , Strategy Management
Sub-Category: Workforce Planning , Measurement & Reporting
HDI , Service Desk Support , Survey , Averages , Statistics , Metrics , Feedback , Practices , Trends , Distributed Support , Regional Support
The State of Ticket Management and Metrics in 2019 , The State of Technology and Operations in 2019 , The State of Staffing, Training and Compensation in 2019 , PEEK VIEW - Technical Support Practices & Salary Report 2016 , PEEK VIEW - Desktop Support Practices & Salary Report 2015
HDI's annual Support Center Practices & Salary Report is the definitive resource for service, help desk, and technical support center trending and statistical information.
This valuable report is available only to Platinum, Gold, Silver and Virtual members.
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The report provides current, valuable support statistics on items such as:
Call resolution times
Cost per incident
Trending information
Support salaries by job function (such as analyst, team lead, or manager)
Support metrics are reported for the industry as a whole, and key metrics are also outlined by specific demographics (industry, type of support, and size of support center).
Use this report to:
Validate existing practices
Benchmark your performance against similar organizations
Compare support salaries for analysts, managers, directors, and more.
HDAA Members click here to view the full report.
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For further information, please contact HDAA on T: 130 130 447.
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