The Hidden Value of Desktop Support Technicians
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This document discusses the hidden value that desktop support technicians can provide beyond just basic desktop support. It notes that desktop support technicians have broad technical knowledge from years of experience dealing with all types of issues. This experience enables them to quickly troubleshoot problems, recognize related incidents, and develop solutions. It also describes how desktop support technicians have helped with initiatives in areas like standards and compliance, security, procurement and licensing, application development, and more. The document advocates finding ways to utilize the skills and experience of desktop support technicians to supplement other teams' work.
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The Hidden Value of Desktop Support Technicians
- 1. The Hidden Value of Desktop Support Technicians Nenita Rozzi, Marsh & McLennan Cos.
- 16. Keep this in mind Collaborating with Desktop Support can’t be a bad thing, but there does need to be a balance.
- 17. Desktop Support Transformed What they thought we did…
- 20. Questions?
Editor's Notes
- 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