Help desk
Welcome to Track4Techs #ChannelCon15
BUILDING DIGITAL ORGANIZATIONS www.compDa.org
© 2015 CompTIA Proper1es, LLC
BYOD Lowering Support Needs? Not So Fast. 2014
2013
45%
34%
8%
© 2015 CompTIA Proper1es, LLC
40%
50%
No BYOD
53% 7%
5%
58%
2015
Par1al BYOD
Full BYOD
Source: CompTIA’s Building Digital Organiza/ons study | Base: 375 U.S. IT professionals
Building the Next GeneraDon of Technical Support James Stanger, PhD Senior Director, Products at CompTIA
Some war stories § The tailor, the mouse, and the help desk worker
– The mouse belongs . . . on the desktop – Sensi1vity is the beWer part of discre1on . . . § The service tech and the packet sniffer
– Helpful placement of monitoring service on a worker’s system – Consider the impact of a thoughZul field tech § Produc1vity § Company morale
§ The next Edward Snowden? Not!
© 2015 CompTIA Proper1es, LLC
Some more war stories . . . § The “password vault”
– Ac1on: A Help Desk technician passed out small paper notepads with the saying "do not write your password here" emblazoned upon the notepad – Result: A user walked up to him with his password wriWen on it § BeWer yet: The password was "Password1" § Regret: If only it was a s1cky note! Why not go all the way, afer all?
– Lessons? § What alterna1ves did this end user have? § What was this help desk person able to do to resolve the problem?
§ But wait, there’s more! The Passwords, the SharePoint
Server, and the Secretary
© 2015 CompTIA Proper1es, LLC
The return of the son of more war stories volume II . . . § “Define your terms”
– Problem: Principal called in and said "my CPU isn't working" – Ac1on / Dialogue: § Support: "ok, when was the last 1me it worked and what
have you tried so far?" § "It was working yesterday and every 1me I press the buWon it says no signal.“ § "Ok, let's try some troubleshoo1ng.“ § Result: Afer several minutes of agonizing troubleshoo1ng it was determined that this principal was turning the monitor on and off and the computer was in standby mode. § Moral of the story? Determine what you’re talking about
when you’re talking . . .
© 2015 CompTIA Proper1es, LLC
The first step? We ofen hear that the help desk support job role is the first step in a worker’s career. Well, yes and no. §
It is the first step, sure
§
But not necessarily in someone’s career
§
But this role is the first step for: – – – –
Solving problems Security Mentoring of end users A company’s ability to generate and use intellectual property
Let’s talk about some of the ways the help desk will support companies in the future
© 2015 CompTIA Proper1es, LLC
How the help desk / tech support scene has changed §
Mul1ple plaZorms / systems / computers 1ed to one user – PC / notebook – Mobile phone / tablet / wearable tech
§
More opera1ng systems – – – –
Windows Mac OS / IoS Android Linux
§
Authen1ca1on
§
Cloud-‐based systems
§
Emphasis on accessing data, rather than a machine
© 2015 CompTIA Proper1es, LLC
14%
31%
PC / Notebook repair
Authen1ca1on / Directory issues
53%
Troubleshoo1ng access to data
The future? More troubleshooDng 220-‐901 Hardware
34%
Networking
21%
Mobile Devices
17%
Hardware & Network TroubleshooDng
28% No1ce the jump in troubleshoo1ng
220-‐902 Windows Opera1ng Systems
29%
Other Opera1ng Systems and Technologies
12%
Security
22%
So\ware TroubleshooDng
24%
Opera1onal Procedures
13%
© 2015 CompTIA Proper1es, LLC
•
It’s now 22% -‐ and that’s just dedicated troubleshoo1ng
•
Addi1onal approaches are embedded within the other domains
What do help desk / tech support folks need to know? This is the quesDon that the industry needs to ask itself repeatedly.
Troubleshoo1ng
68%
Security
54%
Migra1ng data / informa1on
39%
Mobility
38% 24%
Ticke1ng systems PC configura1on
20% 12%
App / applica1on management
11%
Cloud technologies Permissions / Directory services Repair
9% 7% 0%
10%
20%
30%
40%
Source: CompTIA 2014 research Base: A+ 901 / 902 Job Task Analysis (JTA) © 2015 CompTIA Proper1es, LLC
50%
60%
70%
80%
Which operaDng system? Many 1mes, we are asked “Which opera1ng system will the next A+ exam discuss? §
The answer? All of them. – Focus on the job role! – What opera1ng systems does your company use?
It’s vital to understand that we focus on the tech knowledge important to the industry. The job role is king. © 2015 CompTIA Proper1es, LLC
In addiDon to troubleshooDng . . . 1.
Security – Iden1fy exis1ng and poten1al problems – You’re now a security worker
2.
Instant access to data – including proper syncing — Kind of gives you that syncing feeling, doesn’t it?
3.
Tradi1onal server room is . . . dead? – No, it just smells funny . . . – A need to understand how to access the cloud for remote wiping, device transfers and syncing. – You need to know increasingly sophis1cated infrastructure
© 2015 CompTIA Proper1es, LLC
The help desk and company security §
Security is not simply lef to the security professionals, or to those in the server room, the data center or the cloud
§
Lines of defense – and response – include: – The end user (cyber security training) – The help desk / service desk – Server, router, and datacenter technicians – Security professionals
© 2015 CompTIA Proper1es, LLC
The ascent of hacking . . . Antivirus (Host-Based)
Enterprise Response
IDS/IPS (Network Perimeter)
Where does the help desk / service desk fit in? Spyware & Rootkits
2000 © 2015 CompTIA Proper1es, LLC
2005
Reputation (Global & Sandboxing)
APT’S Cyberwar
2010
Intelligence & Analytics (Cloud)
Increased AWack Surface
Tomorrow
Security and the service tech / help desk worker
No1ce the amount of security found within the A+ cer1fica1on
© 2015 CompTIA Proper1es, LLC
•
10% in hardware
•
45% in sofware
•
This isn’t an accident
•
Our industry SMEs told us to put security into the cer1fica1on
•
It’s even higher in the 90 series
What the next A+ exam has to say about it . . . 220-‐901 Hardware
34%
Networking
21%
Mobile Devices
17%
Hardware & Network Troubleshoo1ng
28% No1ce also a key change:
220-‐902 Windows Opera1ng Systems
29%
Other Opera1ng Systems and Technologies
12%
Security
22%
Sofware Troubleshoo1ng
24%
Opera1onal Procedures
13%
© 2015 CompTIA Proper1es, LLC
•
Security is now a dedicated domain within A+
•
This is because help desk / service desk / technicians are on the front lines of security
•
But it’s not limited to just 22%
Targeted technologies and the help desk 4% 2%
No1ce the most ofen-‐aWached technologies – where can someone at the help desk / service desk help?
10%
22% Weak Passwords Missing Patches Web Management Console File Upload Social Engineering © 2015 CompTIA Proper1es, LLC
62%
So, what about passwords? What’s a strong password, anyway? §
The general rule? Consult the vendor – Yes, there are generic rules – But each vendor has its own rules § §
§
Algorithms used Specific applica1ons – or misapplica1ons – of algorithms
General rules – Characters? at least 8 . . . up to 12 – Don’t use words or phrases that can be easily guessed – Don’t even use them as a basis – Non-‐standard characters are good – Caps / ALL CAPS – Don’t write them down! – Use a password vault
© 2015 CompTIA Proper1es, LLC
Applied example Some vendor-‐specific defini1ons of a “strong password” §
Google – Unique password for each account – At least eight characters / mixture – URL: hWps://support.google.com/accounts/answer/32040?hl=en
§
Apple – Over eight characters, avoid familiar “dic1onary” names – URL: hWps://support.apple.com/en-‐us/HT201579
§
Microsof – Over eight characters – URL: hWp://windows.microsof.com/en-‐us/windows-‐vista/1ps-‐for-‐crea1ng-‐a-‐ strong-‐password
§
PracDcal ideas to help end users remember – Mnemonic – but what about the trap of dic1onary names? – Password vault
© 2015 CompTIA Proper1es, LLC
The case of the confident help desk . . . § A systems administrator was asked to set up a WiFi
network
§ Feeling a bit overconfident, she set the SSID has:
“Try to Hack This” § The following day, she received phone calls from end
users saying they could no longer find the SSID . . . .
§ It turns out, the only SSID anyone could find was:
“challenge accepted” © 2015 CompTIA Proper1es, LLC
Why security problems exist today §
Fragmenta/on, ubiquity, cruC and ideology: A deadly mix
§
Over-‐emphasis on vendor-‐driven, OEM solu1ons, approaches – Hardware Firewall § Router ACL / VPN device §
– Sofware An1virus § Intrusion detec1on / preven1on §
§
It’s all about the wetware!
“Android fragmenta/on is turning devices into a toxic hellstew of vulnerabili/es.” -‐-‐ Tim Cook, WWDC 2014, quo1ng ZDNet's Adrian Kingsley-‐Hughes
– People – who all need to be trained, from “end users” to IT professionals, to security professionals – Training and cer1fica1on – But as a help desk / service desk professional, you have opportuni1es to help © 2015 CompTIA Proper1es, LLC
AddiDonal changes at the help desk since 2013 § More BYOD – therefore an emphasis on soCware
– Android and IoS – Windows / Mac – Linux § Many embedded systems based on this OS, now § Will be asked to use and support them
§ You need to develop wriWen policies and support for
end users
– Make it available in wri1ng – SharePoint or whatever company-‐wide service © 2015 CompTIA Proper1es, LLC
More networking knowledge So, “break fix” has long been dead. What is next? §
Networking – – – – – –
§
DHCP (on/off) TCP/IP – subnet mask vs. CIDR DMZ NAT / DNAT Basic QoS UPnP
Cloud concepts – relevant to end user support – SaaS – IaaS – Paas
© 2015 CompTIA Proper1es, LLC
Remote support § Tools
– TeamViewer – VNC/UltraVNC – AeroAdmin – Chrome Remote Desktop (mobile-‐friendly § VPN
– Configuring a smart home – Ability to update last year’s network
© 2015 CompTIA Proper1es, LLC
How do you support mobile devices? •
From a prac1cal perspec1ve, it’s one of the ques1ons that tends to raise addi1onal ques1ons.
•
How do you do the following with a device that you can’t see physically, and can’t really “remote” into very easily? • Isolate physical issues • Determine sofware issues • Update the sofware
•
What is your mobile support strategy?
Solu1ons can include: • • • •
Create a rela1onship with the vendor to replace equipment quickly Rely on the end user Use Webcams Develop wriWen procedures for help desk / service desk to follow with the end user
© 2015 CompTIA Proper1es, LLC
OrganizaDonal skills Okay, so you need to know more tech than the average bear . . . lots more. What does that really mean? §
You need some way to organize it – For ready access – You will become “Dr. Google,” if you’re not already – But you need to access this informa1on in a coherent way § § § § §
§
Infobase WriWen folder Spreadsheet? Database? Post it notes
Let’s talk about some typical methods
© 2015 CompTIA Proper1es, LLC
So\ skills, yada, yada, yada §
The ability to “Work and play well with people” – Clients (officers, tech support) – Vendors and service providers
§
What does that really mean? Defining terms Wri1ng skills Project management Ability to coordinate Ability to see the business ramifica1ons of a technology decision in the field – Discre1on . . . – – – – –
© 2015 CompTIA Proper1es, LLC
Bob MarlaD, Washington JusGce InformaGon Systems OperaGons Manager Tim Crothers, |Sr Director – Cyber Security| Target Technology Services
PracDcal Dcket management § How many 1ckets can one problem
generate, anyway?
§ Resolu1on?
– Simple phone call? – Simple visit? – Verify: § Tickets are dispatched according to
policy § Ownership of 1ckets
§ Is the 1cket filled out correctly? © 2015 CompTIA Proper1es, LLC
Your best friends? The browser and the app § Browser
– Not just for research or data – To reconfigure cloud-‐ based se|ngs – Communica1ng with company and partner end users (SharePoint, portal, e-‐mail, IM) § Mobile Apps © 2015 CompTIA Proper1es, LLC
Browser
App
CommunicaDon is king
“Help desk” and “Service desk” •
Tac1cal vs. strategic? • •
Planning for future needs vs. handling a 1cket Is this a helpful dis1nc1on, at least at first? Or a false dis1nc1on?
•
Many IT workers wear mul1ple hats –same person, different job
•
ITILv3
•
Perhaps a “Venn Diagram” discussion will help
Help Desk Service Desk
© 2015 CompTIA Proper1es, LLC
Changes to help desk / support desk? •
First of all, what are your success metrics? • What are the things that are usually measured? •
Response 1mes • Average 1me to first response • Average 1me to resolu1on • Number of replies to resolu1on
• • •
Number of 1ckets answered over a period of 1me Successful/final resolu1on Sa1sfac1on? Complaints? Abandonment rate?
•
You get what you measure . . .
•
Will success metrics – how should they change? © 2015 CompTIA Proper1es, LLC
Summary What the future of technical support will look like
TroubleshooDng has taken – and will con1nue to take center stage
CommunicaDon ability has become expected – in many different areas, from 1cke1ng to the end user.
Cybersecurity is – and will be expected on an ever-‐more sophis1cated basis
Mobile technologies knowledge will broaden into informa1on transfer exper1se
Diversity of technologies, including cloud, virtualiza1on, and “hacked up” opera1ng systems. © 2015 CompTIA Proper1es, LLC
For more informaDon contact:
James Stanger Office and Mobile: 360.970.5357 E-‐mail: [email protected] Skype: [email protected] CompTIA.org 3500 Lacey Road Lombard, Illinois Get the latest IT business and career advice from CompTIA
THANK YOU!
3
Coming Soon
2016 Track 4 Techs Call for Papers
August 1-‐3 The Diplomat Resort & Spa Hollywood, Florida
© 2015 CompTIA Proper1es, LLC
Up Next •
2:45 – 3:45 pm: What’s this Open Source Thing All About?
•
4:00 – 5:30 pm: Technology Vendor Fair •
•
Stevens Salon A -‐ Lower Level
6:00 – 9:00 pm: Wrigley Field Backstage Pass • ChannelCon offsite party for all registered aWendees
© 2015 CompTIA Proper1es, LLC
BUILDING DIGITAL ORGANIZATIONS www.compDa.org
© 2015 CompTIA Proper1es, LLC
BYOD Lowering Support Needs? Not So Fast. 2014
2013
45%
34%
8%
© 2015 CompTIA Proper1es, LLC
40%
50%
No BYOD
53% 7%
5%
58%
2015
Par1al BYOD
Full BYOD
Source: CompTIA’s Building Digital Organiza/ons study | Base: 375 U.S. IT professionals
Building the Next GeneraDon of Technical Support James Stanger, PhD Senior Director, Products at CompTIA
Some war stories § The tailor, the mouse, and the help desk worker
– The mouse belongs . . . on the desktop – Sensi1vity is the beWer part of discre1on . . . § The service tech and the packet sniffer
– Helpful placement of monitoring service on a worker’s system – Consider the impact of a thoughZul field tech § Produc1vity § Company morale
§ The next Edward Snowden? Not!
© 2015 CompTIA Proper1es, LLC
Some more war stories . . . § The “password vault”
– Ac1on: A Help Desk technician passed out small paper notepads with the saying "do not write your password here" emblazoned upon the notepad – Result: A user walked up to him with his password wriWen on it § BeWer yet: The password was "Password1" § Regret: If only it was a s1cky note! Why not go all the way, afer all?
– Lessons? § What alterna1ves did this end user have? § What was this help desk person able to do to resolve the problem?
§ But wait, there’s more! The Passwords, the SharePoint
Server, and the Secretary
© 2015 CompTIA Proper1es, LLC
The return of the son of more war stories volume II . . . § “Define your terms”
– Problem: Principal called in and said "my CPU isn't working" – Ac1on / Dialogue: § Support: "ok, when was the last 1me it worked and what
have you tried so far?" § "It was working yesterday and every 1me I press the buWon it says no signal.“ § "Ok, let's try some troubleshoo1ng.“ § Result: Afer several minutes of agonizing troubleshoo1ng it was determined that this principal was turning the monitor on and off and the computer was in standby mode. § Moral of the story? Determine what you’re talking about
when you’re talking . . .
© 2015 CompTIA Proper1es, LLC
The first step? We ofen hear that the help desk support job role is the first step in a worker’s career. Well, yes and no. §
It is the first step, sure
§
But not necessarily in someone’s career
§
But this role is the first step for: – – – –
Solving problems Security Mentoring of end users A company’s ability to generate and use intellectual property
Let’s talk about some of the ways the help desk will support companies in the future
© 2015 CompTIA Proper1es, LLC
How the help desk / tech support scene has changed §
Mul1ple plaZorms / systems / computers 1ed to one user – PC / notebook – Mobile phone / tablet / wearable tech
§
More opera1ng systems – – – –
Windows Mac OS / IoS Android Linux
§
Authen1ca1on
§
Cloud-‐based systems
§
Emphasis on accessing data, rather than a machine
© 2015 CompTIA Proper1es, LLC
14%
31%
PC / Notebook repair
Authen1ca1on / Directory issues
53%
Troubleshoo1ng access to data
The future? More troubleshooDng 220-‐901 Hardware
34%
Networking
21%
Mobile Devices
17%
Hardware & Network TroubleshooDng
28% No1ce the jump in troubleshoo1ng
220-‐902 Windows Opera1ng Systems
29%
Other Opera1ng Systems and Technologies
12%
Security
22%
So\ware TroubleshooDng
24%
Opera1onal Procedures
13%
© 2015 CompTIA Proper1es, LLC
•
It’s now 22% -‐ and that’s just dedicated troubleshoo1ng
•
Addi1onal approaches are embedded within the other domains
What do help desk / tech support folks need to know? This is the quesDon that the industry needs to ask itself repeatedly.
Troubleshoo1ng
68%
Security
54%
Migra1ng data / informa1on
39%
Mobility
38% 24%
Ticke1ng systems PC configura1on
20% 12%
App / applica1on management
11%
Cloud technologies Permissions / Directory services Repair
9% 7% 0%
10%
20%
30%
40%
Source: CompTIA 2014 research Base: A+ 901 / 902 Job Task Analysis (JTA) © 2015 CompTIA Proper1es, LLC
50%
60%
70%
80%
Which operaDng system? Many 1mes, we are asked “Which opera1ng system will the next A+ exam discuss? §
The answer? All of them. – Focus on the job role! – What opera1ng systems does your company use?
It’s vital to understand that we focus on the tech knowledge important to the industry. The job role is king. © 2015 CompTIA Proper1es, LLC
In addiDon to troubleshooDng . . . 1.
Security – Iden1fy exis1ng and poten1al problems – You’re now a security worker
2.
Instant access to data – including proper syncing — Kind of gives you that syncing feeling, doesn’t it?
3.
Tradi1onal server room is . . . dead? – No, it just smells funny . . . – A need to understand how to access the cloud for remote wiping, device transfers and syncing. – You need to know increasingly sophis1cated infrastructure
© 2015 CompTIA Proper1es, LLC
The help desk and company security §
Security is not simply lef to the security professionals, or to those in the server room, the data center or the cloud
§
Lines of defense – and response – include: – The end user (cyber security training) – The help desk / service desk – Server, router, and datacenter technicians – Security professionals
© 2015 CompTIA Proper1es, LLC
The ascent of hacking . . . Antivirus (Host-Based)
Enterprise Response
IDS/IPS (Network Perimeter)
Where does the help desk / service desk fit in? Spyware & Rootkits
2000 © 2015 CompTIA Proper1es, LLC
2005
Reputation (Global & Sandboxing)
APT’S Cyberwar
2010
Intelligence & Analytics (Cloud)
Increased AWack Surface
Tomorrow
Security and the service tech / help desk worker
No1ce the amount of security found within the A+ cer1fica1on
© 2015 CompTIA Proper1es, LLC
•
10% in hardware
•
45% in sofware
•
This isn’t an accident
•
Our industry SMEs told us to put security into the cer1fica1on
•
It’s even higher in the 90 series
What the next A+ exam has to say about it . . . 220-‐901 Hardware
34%
Networking
21%
Mobile Devices
17%
Hardware & Network Troubleshoo1ng
28% No1ce also a key change:
220-‐902 Windows Opera1ng Systems
29%
Other Opera1ng Systems and Technologies
12%
Security
22%
Sofware Troubleshoo1ng
24%
Opera1onal Procedures
13%
© 2015 CompTIA Proper1es, LLC
•
Security is now a dedicated domain within A+
•
This is because help desk / service desk / technicians are on the front lines of security
•
But it’s not limited to just 22%
Targeted technologies and the help desk 4% 2%
No1ce the most ofen-‐aWached technologies – where can someone at the help desk / service desk help?
10%
22% Weak Passwords Missing Patches Web Management Console File Upload Social Engineering © 2015 CompTIA Proper1es, LLC
62%
So, what about passwords? What’s a strong password, anyway? §
The general rule? Consult the vendor – Yes, there are generic rules – But each vendor has its own rules § §
§
Algorithms used Specific applica1ons – or misapplica1ons – of algorithms
General rules – Characters? at least 8 . . . up to 12 – Don’t use words or phrases that can be easily guessed – Don’t even use them as a basis – Non-‐standard characters are good – Caps / ALL CAPS – Don’t write them down! – Use a password vault
© 2015 CompTIA Proper1es, LLC
Applied example Some vendor-‐specific defini1ons of a “strong password” §
Google – Unique password for each account – At least eight characters / mixture – URL: hWps://support.google.com/accounts/answer/32040?hl=en
§
Apple – Over eight characters, avoid familiar “dic1onary” names – URL: hWps://support.apple.com/en-‐us/HT201579
§
Microsof – Over eight characters – URL: hWp://windows.microsof.com/en-‐us/windows-‐vista/1ps-‐for-‐crea1ng-‐a-‐ strong-‐password
§
PracDcal ideas to help end users remember – Mnemonic – but what about the trap of dic1onary names? – Password vault
© 2015 CompTIA Proper1es, LLC
The case of the confident help desk . . . § A systems administrator was asked to set up a WiFi
network
§ Feeling a bit overconfident, she set the SSID has:
“Try to Hack This” § The following day, she received phone calls from end
users saying they could no longer find the SSID . . . .
§ It turns out, the only SSID anyone could find was:
“challenge accepted” © 2015 CompTIA Proper1es, LLC
Why security problems exist today §
Fragmenta/on, ubiquity, cruC and ideology: A deadly mix
§
Over-‐emphasis on vendor-‐driven, OEM solu1ons, approaches – Hardware Firewall § Router ACL / VPN device §
– Sofware An1virus § Intrusion detec1on / preven1on §
§
It’s all about the wetware!
“Android fragmenta/on is turning devices into a toxic hellstew of vulnerabili/es.” -‐-‐ Tim Cook, WWDC 2014, quo1ng ZDNet's Adrian Kingsley-‐Hughes
– People – who all need to be trained, from “end users” to IT professionals, to security professionals – Training and cer1fica1on – But as a help desk / service desk professional, you have opportuni1es to help © 2015 CompTIA Proper1es, LLC
AddiDonal changes at the help desk since 2013 § More BYOD – therefore an emphasis on soCware
– Android and IoS – Windows / Mac – Linux § Many embedded systems based on this OS, now § Will be asked to use and support them
§ You need to develop wriWen policies and support for
end users
– Make it available in wri1ng – SharePoint or whatever company-‐wide service © 2015 CompTIA Proper1es, LLC
More networking knowledge So, “break fix” has long been dead. What is next? §
Networking – – – – – –
§
DHCP (on/off) TCP/IP – subnet mask vs. CIDR DMZ NAT / DNAT Basic QoS UPnP
Cloud concepts – relevant to end user support – SaaS – IaaS – Paas
© 2015 CompTIA Proper1es, LLC
Remote support § Tools
– TeamViewer – VNC/UltraVNC – AeroAdmin – Chrome Remote Desktop (mobile-‐friendly § VPN
– Configuring a smart home – Ability to update last year’s network
© 2015 CompTIA Proper1es, LLC
How do you support mobile devices? •
From a prac1cal perspec1ve, it’s one of the ques1ons that tends to raise addi1onal ques1ons.
•
How do you do the following with a device that you can’t see physically, and can’t really “remote” into very easily? • Isolate physical issues • Determine sofware issues • Update the sofware
•
What is your mobile support strategy?
Solu1ons can include: • • • •
Create a rela1onship with the vendor to replace equipment quickly Rely on the end user Use Webcams Develop wriWen procedures for help desk / service desk to follow with the end user
© 2015 CompTIA Proper1es, LLC
OrganizaDonal skills Okay, so you need to know more tech than the average bear . . . lots more. What does that really mean? §
You need some way to organize it – For ready access – You will become “Dr. Google,” if you’re not already – But you need to access this informa1on in a coherent way § § § § §
§
Infobase WriWen folder Spreadsheet? Database? Post it notes
Let’s talk about some typical methods
© 2015 CompTIA Proper1es, LLC
So\ skills, yada, yada, yada §
The ability to “Work and play well with people” – Clients (officers, tech support) – Vendors and service providers
§
What does that really mean? Defining terms Wri1ng skills Project management Ability to coordinate Ability to see the business ramifica1ons of a technology decision in the field – Discre1on . . . – – – – –
© 2015 CompTIA Proper1es, LLC
Bob MarlaD, Washington JusGce InformaGon Systems OperaGons Manager Tim Crothers, |Sr Director – Cyber Security| Target Technology Services
PracDcal Dcket management § How many 1ckets can one problem
generate, anyway?
§ Resolu1on?
– Simple phone call? – Simple visit? – Verify: § Tickets are dispatched according to
policy § Ownership of 1ckets
§ Is the 1cket filled out correctly? © 2015 CompTIA Proper1es, LLC
Your best friends? The browser and the app § Browser
– Not just for research or data – To reconfigure cloud-‐ based se|ngs – Communica1ng with company and partner end users (SharePoint, portal, e-‐mail, IM) § Mobile Apps © 2015 CompTIA Proper1es, LLC
Browser
App
CommunicaDon is king
“Help desk” and “Service desk” •
Tac1cal vs. strategic? • •
Planning for future needs vs. handling a 1cket Is this a helpful dis1nc1on, at least at first? Or a false dis1nc1on?
•
Many IT workers wear mul1ple hats –same person, different job
•
ITILv3
•
Perhaps a “Venn Diagram” discussion will help
Help Desk Service Desk
© 2015 CompTIA Proper1es, LLC
Changes to help desk / support desk? •
First of all, what are your success metrics? • What are the things that are usually measured? •
Response 1mes • Average 1me to first response • Average 1me to resolu1on • Number of replies to resolu1on
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Number of 1ckets answered over a period of 1me Successful/final resolu1on Sa1sfac1on? Complaints? Abandonment rate?
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You get what you measure . . .
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Will success metrics – how should they change? © 2015 CompTIA Proper1es, LLC
Summary What the future of technical support will look like
TroubleshooDng has taken – and will con1nue to take center stage
CommunicaDon ability has become expected – in many different areas, from 1cke1ng to the end user.
Cybersecurity is – and will be expected on an ever-‐more sophis1cated basis
Mobile technologies knowledge will broaden into informa1on transfer exper1se
Diversity of technologies, including cloud, virtualiza1on, and “hacked up” opera1ng systems. © 2015 CompTIA Proper1es, LLC
For more informaDon contact:
James Stanger Office and Mobile: 360.970.5357 E-‐mail: [email protected] Skype: [email protected] CompTIA.org 3500 Lacey Road Lombard, Illinois Get the latest IT business and career advice from CompTIA
THANK YOU!
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Coming Soon
2016 Track 4 Techs Call for Papers
August 1-‐3 The Diplomat Resort & Spa Hollywood, Florida
© 2015 CompTIA Proper1es, LLC
Up Next •
2:45 – 3:45 pm: What’s this Open Source Thing All About?
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4:00 – 5:30 pm: Technology Vendor Fair •
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Stevens Salon A -‐ Lower Level
6:00 – 9:00 pm: Wrigley Field Backstage Pass • ChannelCon offsite party for all registered aWendees
© 2015 CompTIA Proper1es, LLC
