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

2 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!

3 Topic Background Blended team Diverse IT backgrounds Average # of years with the company = 14 Weve seen it all & weve developed a great synergy. We actually enjoy working together! When you enjoy what you do, work becomes play. - Martin Yan

4 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 were much more than just that.

5 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 Weve come a long way & dont forget much

6 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

7 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

8 Where has our value been noticed? Desktop Engineering Standards & Consistency Security & Compliance Audits & Remediation Procurement & Licensing Application Development Confirm Compliance Validate Deployments Remediate

9 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

10 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

11 What weve achieved Built trust with our business clients We continue to provide them good products & great service & theyre 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 dont only want to fix the problems, we want to prevent them.

12 What weve 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

13 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

14 Keep this in mind You may already have resources that can supplement other teams … they dont have a learning curve Source: HDI 2010 Practice & Salary Report

15 Keep this in mind Youre 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

16 Keep this in mind Collaborating with Desktop Support cant be a bad thing, but there does need to be a balance.

17 Desktop Support Transformed What they thought we did…

18 Desktop Support Transformed What they learned we could do … talk the talk be on the same page give them the details make IT successful!!

19 Now its your turn Any examples of where youve made utilization of resources between IT groups happen? Any areas where you can or would like to see this work?

20 Questions?

21 Thanks for attending! Contact Info: Nenita Rozzi