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Source - HDI Report

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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 - Support Center 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.


View our membership options

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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PEAK VIEW - Desktop Support Practices and Salary Report

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