This document outlines how desktop support is changing and provides recommendations for adapting to the future. It notes that desktop support is moving from on-site hardware support to remote support of a variety of devices. It recommends developing business skills, understanding current technologies, leveraging transferable skills, and continuous learning. The document suggests attending HDI meetings to learn about industry trends and best practices. It provides an agenda for an upcoming meeting focused on career paths, interactions with the service desk, and technology forecasts. The overall message is that desktop support professionals must adapt to remain valuable by focusing on the user experience and business needs rather than specific devices.

1. ROADMAP FOR
DESKTOP SUPPORT’S
FUTURE
It’s Changing. Are You Ready?
Nenita Rozzi
Marsh & McLennan Companies

2. ABOUT ME
 Been with Marsh & McLennan Companies for 18
years
 Been part of HDI since 2005
 Graduated from San Francisco State with a
Bachelor’s emphasizing in Computers &
Information Systems
 San Francisco Native

3. DESKTOP SUPPORT AS WE’VE KNOWN IT IS
CHANGING & OUR SUPPORT BASE IS EVOLVING
What it once was:
- At the desk/onsite visits
- Hardware break/fix
- Desktops/Laptops/Printers
- Corporate provided equipment
- Client-based applications
Our support base was at our mercy

4. What it is now:
 Remote support
 Quick ship
 Tablets, Smartphones
- BYOD
 Web-based applications
What it once was:
- At the desk/onsite visits
- Hardware break/fix
- Desktops/Laptops/Printers
- Corporate provided equipment
- Client-based applications
Our support base was at our mercy
Now, our support base is smarter. There’s self-service, self-
healing. So what’s next for us?
DESKTOP SUPPORT AS WE’VE KNOWN IT IS
CHANGING & OUR SUPPORT BASE IS EVOLVING

5. CAN WE SEE INTO THE FUTURE?
From the Desktop Support Roadmap…
“The world of desktop support, or second-level
support is on the cusp of major change”
“It is important to understand that you are
responsible for your own career and for the
success of desktop support.”

6. HDI DESKTOP SUPPORT ADVISORY BOARD
Created in 2010 to serve the Desktop Support Community
Primary mission of this strategic group
 Provide advice & guidance for the creation of industry
standards, best practices, research, and professional
development
 Serve the community & enhance the desktop support
profession
 L.L. Bean
 Long View Systems
 Boston University
 George Mason University
 University of Wisconsin,
Green Bay
 PepsiCo
 United Healthcare
 Ion Media
 Boise State University
 Verint
 Marsh & McLennan
Companies
 Jack in the Box
 Parkview Health

7. DSAB LOOKS AT PREPARING FOR THE FUTURE
From Desktop to Technology Partner
 November 2013 webinar by Cay
Robertson, Mike Hanson, and Roy
Atkinson.
The Future of Desktop Support: A
Roadmap
 White paper developed by the DSAB &
published January 2014

8. ROAD TO SUCCESS
Strategy: Creating a brand to make us more visible to our peers and the
business.
“…letting everyone know that the “desktop” in desktop support refers not to
a physical device but to the place where work gets done. How the desktop
is delivered to a screen is irrelevant to our ability to support technology in the
pursuit of the business’ success.”
Business Skills: Speak the same language, learn their language, know their
business.
Current Technologies: Understand current technologies, apply the
technologies to provide value to the business.
Core Competencies/Transferable Skills: We have accumulated sought after
skills in what we do every day. These skills are valued by those that we
support because we understand & work to meet their expectations .

9. DESKTOP SUPPORT VISION STATEMENT
“We are passionate about delivering a
positive customer experience by serving as
a liaison between business and
technology. We leverage our technical
expertise to advocate for and provide
solutions, adapting to new technology
through continuous learning.”

10. ARE WE READY FOR THE FUTURE?
What changes are you seeing?
What is the future?
How are you adapting?
Are Desktop Support Technicians today prepared for
what desktop support will be tomorrow?

11. STAY ON TOP OF YOUR GAME!
Upcoming Meetings
 Portland, OR – June 16-19, 2014
 Minneapolis, MN – October 6-9, 2014
HDI Desktop Support Forum
 Learn first hand what is being seen in the industry
 Network with others to share knowledge & best practices
 Address the top priorities seen in Desktop Support today
 More importantly find out what others see in the future & how
they’re preparing
http://www.thinkhdi.com/membership/forums/desktop-
support.aspx

12. TENTATIVE JUNE FORUM AGENDA
• Facilitated Discussion of career paths, planning and
driving internal opportunities
• Debate-style discussion about interactions between
service desk & desktop support
• Technology shifts & forecasts
• Knowledge Management

13. STAY ON TOP OF YOUR GAME!
Use HDI resources to build your desktop support team for the
future.
Remember this link:
http://www.thinkhdi.com/ds
 HDI website & publications for Desktop Support
 Desktop Support Practices & Salary Report
 Research papers, white papers, webinars
 HDI Desktop Support Professional Discussion Forum on Linked-
in
 HDI Local Chapter meetings

14. QUESTIONS?