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The Hidden Value of Desktop Support Technicians Nenita Rozzi, Marsh & McLennan Cos.
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?
