A recent study by MetricNet shows corporations are shrinking the number of desktop support engineers that are assigned to support the enterprise environment. Factors such as decreasing budgets, desktop virtualization, standardization of the desktop, mobilization, and remote diagnostic tools, all contribute to this trend. However, the cost per ticket is significantly increasing because of factors such as more complex issues, longer resolution times, the need to support hybrid support organizations and the human resources and capital management challenges. These challenges require a higher skill set and superior best practices at the service desk. ITS specializes in providing these services that continually drive operational and financial results for our clients.

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