HDI Industry Report

2016 TECHNICAL SUPPORT Practices & Salary Report

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Ticket Management Technology Operations Metrics Staff and Structure Salary Demographics About the Report 142 2016 TECHNICAL SUPPORT PRACTICES & SALARY REPORT CLICK / TAP FOR SECTIONS About HDI In 1989, HDI became the first membership association and certification body created for the technical support industry. Since then, HDI has remained the source for professional development by offering the resources needed to promote organization-wide success through exceptional customer service. In other words, we help professionals in service management better connect with customers, and that's just good business. We do this by facilitating collaboration and networking, hosting acclaimed conferences and events, producing renowned publications and research, and certifying and training thousands of professionals each year. Technical support professionals love HDI because it provides them with a profound sense of community. At 190,000 people strong, HDI is a community built by industry peers and leaders that gives you the resources, knowledge, and drive to be great at what you do. Copyright© 2016 UBM LLC. HDI | 121 South Tejon Street, Suite 1100 | Colorado Springs, CO | 80903 HDI is a part of UBM Americas, a division of UBM LLC. HDI ® is a registered trademark of UBM LLC. KCS SM is a registered service mark of the Consortium for Service Innovation. ITIL ® is a registered trademark of AXELOS Limited. All other trademarks, service marks, and product or trade names are the property of their respective owners. SURVEY DEVELOPMENT Roy Atkinson Jenny Rains Megan Selva ANALYSIS AND EDITORIAL Megan Selva DESIGN Katharine Nelson Debee Rommel

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