HDI Industry Report

2016 TECHNICAL SUPPORT Practices & Salary Report

Issue link: http://dc.ubm-us.com/i/761118

Contents of this Issue

Navigation

Page 1 of 141

2 2016 TECHNICAL SUPPORT PRACTICES & SALARY REPORT CLICK / TAP FOR SECTIONS Ticket Management Technology Operations Metrics Staff and Structure Salary Demographics About the Report Technical support organizations manage tickets received through a variety of channels, which require various levels of support. This section shares the current practices and experiences involved in managing end-user tickets. Ticket Management Ticket Management in the Support Center Reasons for increased ticket volumes Reasons for decreased ticket volumes Time spent on tickets and other activities Ticket resolution by level Ticket resolution strategies After-hours ticket handling Channels used to contact support Tickets per channel Cost per ticket Ticket Management in Desktop Support Reasons for increased ticket volumes Reasons for decreased ticket volumes Time spent on tickets and other activities Tickets received by channel Criteria for ticket categorization Channels through which desktop support is provided Expectations for technician travel Vehicle use and reimbursement policies for technicians who travel Click / Tap Each Entry for Charts

Articles in this issue

view archives of HDI Industry Report - 2016 TECHNICAL SUPPORT Practices & Salary Report