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

My favorite way to release stress is to
. . . “kick some butt”!
www.themeart.com
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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 www.themeart.com
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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. www.themeart.com
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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 www.themeart.com
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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 www.themeart.com
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Where has our value been noticed?

Desktop Engineering
 Standards & Consistency

Security & Compliance

Audits & Remediation
• Image Builds
• PC Checklists
• PC to PC Process
• Testing & Feedback

Procurement & Licensing

Application Development www.themeart.com
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Where has our value been noticed?

Desktop Engineering
 Standards & Consistency

Security & Compliance

Audits & Remediation
• Confirm Compliance
• Validate Deployments
• Remediate

Procurement & Licensing

Application Development www.themeart.com
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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 www.themeart.com
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Where has our value been noticed?

Desktop Engineering
 Standards & Consistency

Security & Compliance

Audits & Remediation

Procurement & Licensing

Application Development www.themeart.com
• 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 www.themeart.com
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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 www.themeart.com
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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 www.themeart.com
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 www.themeart.com
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Keep this in mind
Collaborating with Desktop Support can’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… www.themeart.com
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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!!
www.themeart.com
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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?
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Questions?
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Thanks for attending!
Contact Info:
Nenita Rozzi
415-743-8580 nenita.rozzi@mmc.com
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