The Hidden Value of Desktop Support Technicians

Nenita Rozzi, Marsh & McLennan Cos.

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Quick facts about me San Francisco Native

Bachelors in Computers & Info Systems

20+ years of IT Experience

Currently Desktop Support Manager for Marsh & McLennan Companies

My favorite way to release stress is to. . . “kick some butt”!

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Topic Background

Blended team

Diverse IT backgrounds

Average # of years with the company = 14

We’ve seen it all & we’ve developed a great synergy. We actually enjoy working together!

“When you enjoy what you do, work becomes play.” - Martin Yan

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Why not just Desktop Support?

2006 – Who rocked our world?

Had to re-invent the team Roles & responsibilities changed

Needed to keep them motivated

Provide career satisfaction

Why not just Desktop Support? Because we’re much more than just that.

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What we can bring to the party

Broadview troubleshooting Apply all we know to resolve problems

Knowledge of the environment We know the people we support & the

environment we live in.

Legacy knowledge We’ve come a long way & don’t forget much

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What Else Can We Bring? Quick recognition of related incidences &

ability to quickly release solutions The “gopher effect” Send out the “Bat-Signal”

Real Production Testing

Real Client Feedback

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Where has our value been noticed? Desktop Engineering

Standards & Consistency

Security & Compliance Audits & Remediation

Procurement & Licensing

Application Development

• Image Builds• PC Checklists• PC to PC Process• Testing & Feedback

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Where has our value been noticed? Desktop Engineering

Standards & Consistency

Security & Compliance Audits & Remediation

Procurement & Licensing

Application Development

• Confirm Compliance• Validate Deployments• Remediate

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Where has our value been noticed? Desktop Engineering

Standards & Consistency

Security & Compliance Audits & Remediation

Procurement & Licensing

Application Development

• Installation reports• Validated need & reduced licenses• Added tracking into inventory system

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Where has our value been noticed? Desktop Engineering

Standards & Consistency

Security & Compliance Audits & Remediation

Procurement & Licensing

Application Development

• Customer testing & feedback• Implementation issues• Business unit solutions

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What we’ve achieved

• Built trust with our business clients We continue to provide them good products &

great service & they’re willing to help us in return.

• Built our reputation within IT We now partner with the groups that impact

our day-to-day activities.

We don’t only want to fix the problems, we want to prevent them.

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What we’ve built within IT

Bridge across silos

Strong team of “do-ers”

“Coming together is a beginning.  Keeping together is progress.  Working together is

success.” - Henry Ford

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For you to do next

Find out who they are What have they done, what do they

know

Know what they can & what they want to do

Find the time to save time

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Keep this in mind

You may already have resources that

can supplement other teams

… they don’t have a learning curve

Source: HDI 2010 Practice & Salary Report

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Keep this in mind

You’re probably already collecting metrics that will provide you areas that need

attention. – Where can Desktop focus & reduce support

costs & improve customer satisfaction?

There are probably projects that believe it or not will impact Desktop Support– Get them involved

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Keep this in mind

Collaborating with Desktop Supportcan’t be a bad thing,

but there does need to be a balance.

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Desktop Support Transformed

What they thought we did…

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Desktop Support Transformed

What they learned we could do …

• talk the talk• be on the same page• give them the details

• make IT successful!!

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Now it’s your turn

Any examples of where you’ve made utilization of resourcesbetween IT groups happen?

Any areas where you can or would like to see this work?

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Questions?

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Thanks for attending!

Contact Info:Nenita Rozzi415-743-8580nenita.rozzi@mmc.com