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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. 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

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

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  1. The Hidden Value of Desktop Support TechniciansNenita 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 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

  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 we’re 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 • We’ve come a long way & don’t 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? • Image Builds • PC Checklists • PC to PC Process • Testing & Feedback • Desktop Engineering • Standards & Consistency • Security & Compliance • Audits & Remediation • Procurement & Licensing • Application Development

  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 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.

  12. 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

  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 don’t have a learning curve Source: HDI 2010 Practice & Salary Report

  15. 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

  16. Keep this in mind Collaborating with Desktop Support can’t 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 it’s your turn Any examples of where you’ve 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 415-743-8580 nenita.rozzi@mmc.com

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