The Hidden Value of Desktop Support Technicians

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SF HDI Chapter presentation given by Nenita Rozzi.

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  • What skill sets do technicians bring? How can those be translated to other IT positions? What’s Broadview troubleshooting? Seeing a bigger picture & having ideas of where the problem lies – hardware, operating system, application, network, server Closest to the real environment – we know what’s in place, we have some history
  • The Hidden Value of Desktop Support Technicians

    1. 1. The Hidden Value of Desktop Support Technicians Nenita Rozzi, Marsh & McLennan Cos.
    2. 2. Quick facts about me <ul><li>San Francisco Native </li></ul><ul><li>Bachelors in Computers & Information </li></ul><ul><li>Systems </li></ul><ul><li>20+ years of IT Experience </li></ul><ul><li>Currently Desktop Support Manager for </li></ul><ul><li>Marsh & McLennan Companies </li></ul><ul><li>My favorite way to release stress is to </li></ul><ul><ul><li>. . . “kick some butt”! </li></ul></ul>
    3. 3. Topic Background <ul><li>Blended team </li></ul><ul><li>Diverse IT backgrounds </li></ul><ul><li>Average # of years with the company = 14 </li></ul><ul><li>We’ve seen it all & we’ve developed a great </li></ul><ul><li>synergy. We actually enjoy working together! </li></ul><ul><li>“ When you enjoy what you do, work becomes play.” - Martin Yan </li></ul>
    4. 4. Why not just Desktop Support? <ul><li>2006 – Who rocked our world? </li></ul><ul><li>Had to re-invent the team </li></ul><ul><ul><li>Roles & responsibilities changed </li></ul></ul><ul><li>Needed to keep them motivated </li></ul><ul><li>Provide career satisfaction </li></ul><ul><li>Why not? Because we’re much more than just that. </li></ul>
    5. 5. What we can bring to the party <ul><li>Broadview troubleshooting </li></ul><ul><ul><li>Apply all we know to resolve problems </li></ul></ul><ul><li>Knowledge of the environment </li></ul><ul><ul><li>We know the people we support & the </li></ul></ul><ul><ul><li>environment we live in. </li></ul></ul><ul><li>Legacy knowledge </li></ul><ul><ul><li>We’ve come a long way & don’t forget much </li></ul></ul>
    6. 6. What Else Can We Bring? <ul><li>Quick recognition of related incidences & </li></ul><ul><li>ability to quickly release </li></ul><ul><li>solutions </li></ul><ul><ul><li>The “gopher effect” </li></ul></ul><ul><li>Real Production Testing </li></ul><ul><li>Real Client Feedback </li></ul>
    7. 7. Where has our value been noticed? <ul><li>Desktop Engineering </li></ul><ul><ul><li>Standards & Consistency </li></ul></ul><ul><li>Security & Compliance </li></ul><ul><ul><li>Audits & Remediation </li></ul></ul><ul><li>Procurement & Licensing </li></ul><ul><li>Application Development </li></ul><ul><li>Image Builds </li></ul><ul><li>PC Checklists </li></ul><ul><li>PC to PC Process </li></ul><ul><li>Testing & Feedback </li></ul>
    8. 8. Where has our value been noticed? <ul><li>Desktop Engineering </li></ul><ul><ul><li>Standards & Consistency </li></ul></ul><ul><li>Security & Compliance </li></ul><ul><ul><li>Audits & Remediation </li></ul></ul><ul><li>Procurement & Licensing </li></ul><ul><li>Application Development </li></ul><ul><li>Confirm Compliance </li></ul><ul><li>Validate Deployments </li></ul><ul><li>Remediate </li></ul>
    9. 9. Where has our value been noticed? <ul><li>Desktop Engineering </li></ul><ul><ul><li>Standards & Consistency </li></ul></ul><ul><li>Security & Compliance </li></ul><ul><ul><li>Audits & Remediation </li></ul></ul><ul><li>Procurement & Licensing </li></ul><ul><li>Application Development </li></ul><ul><li>Installation reports </li></ul><ul><li>Validated need & reduced licenses </li></ul><ul><li>Added tracking into inventory system </li></ul>
    10. 10. Where has our value been noticed? <ul><li>Desktop Engineering </li></ul><ul><ul><li>Standards & Consistency </li></ul></ul><ul><li>Security & Compliance </li></ul><ul><ul><li>Audits & Remediation </li></ul></ul><ul><li>Procurement & Licensing </li></ul><ul><li>Application Development </li></ul><ul><li>Customer testing & </li></ul><ul><li>feedback </li></ul><ul><li>Implementation issues </li></ul><ul><li>Business unit solutions </li></ul>
    11. 11. What we’ve achieved <ul><li>Built trust with our business clients </li></ul><ul><ul><li>We continue to provide them good products & </li></ul></ul><ul><ul><li>great service & their willing to help us in return. </li></ul></ul><ul><li>Built our reputation within IT </li></ul><ul><ul><li>We now partner with the groups that impact our </li></ul></ul><ul><ul><li>day-to-day activities. </li></ul></ul><ul><ul><li>We don’t only want to fix the problem, we want to prevent them. </li></ul></ul>
    12. 12. What we’ve built within IT <ul><li>Bridge across silos </li></ul><ul><li>Strong team of “do-ers” </li></ul><ul><li>“ Coming together is a beginning.  Keeping </li></ul><ul><li>together is progress.  Working together is success.” - Henry Ford </li></ul>
    13. 13. For you to do next <ul><li>Find out who they are </li></ul><ul><ul><li>What have they done, what do they </li></ul></ul><ul><ul><li>know </li></ul></ul><ul><li>Know what they can </li></ul><ul><li>& what they want to do </li></ul><ul><li>Find the time to save time </li></ul>
    14. 14. Keep this in mind <ul><li>You may already </li></ul><ul><ul><li>have resources that can </li></ul></ul><ul><ul><li>supplement other </li></ul></ul><ul><ul><li>teams </li></ul></ul><ul><ul><li>… they don’t have a </li></ul></ul><ul><ul><li>learning curve </li></ul></ul>Source: HDI 2010 Practice & Salary Report
    15. 15. Keep this in mind <ul><li>You’re probably already collecting metrics </li></ul><ul><li>that will provide you areas that need </li></ul><ul><li>attention. </li></ul><ul><ul><li>Where can Desktop focus & reduce support costs & improve customer satisfaction? </li></ul></ul><ul><li>There are probably projects that believe it or not will impact Desktop Support </li></ul><ul><ul><li>Get them involved </li></ul></ul>
    16. 16. Keep this in mind Collaborating with Desktop Support can’t be a bad thing, but there does need to be a balance.
    17. 17. Desktop Support Transformed What they thought we did…
    18. 18. Desktop Support Transformed What they learned we could do … <ul><li>talk the talk </li></ul><ul><li>be on the same page </li></ul><ul><li>give them the details </li></ul><ul><li>make IT successful!! </li></ul>
    19. 19. Now it’s your turn <ul><li>Any examples of where you’ve </li></ul><ul><li>made utilization of resources </li></ul><ul><li>between IT groups happen? </li></ul><ul><li>Any areas where you can or </li></ul><ul><li>would like to see this work? </li></ul>
    20. 20. Questions?
    21. 21. Thanks for attending! <ul><li>Contact Info: </li></ul><ul><li>Nenita Rozzi </li></ul><ul><li>415-743-8580 </li></ul><ul><li>[email_address] </li></ul>

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