The Association for Technical Support Professionals

An efficient support center is good for business. We help you better connect with customers by providing career development that leads to success. That's why HDI is the association where technical support professionals belong.

Member Discussions

From : Communities>>Ask Your Network
We have a new positon and at the moment it is called Desktop Architect. We are not sure this is the best title. Does anyone have a job description for a Desktop Architect? Do you call it something else? ------------------------------ Jennifer Woolley IT Support Center Manager Vail Resorts Broomfiled CO ------------------------------

From : Communities>>Ask Your Network
What are you trying to improve - staffing level? Tools and equipment? Training dollars? Whatever it is, you are probably going to have to make your case to senior management. Are you setting SMART (Specific, Measurable, Attainable, Realistic, Time-bound) goals for your proposed improvement? Are you reporting the kinds of metrics that show your support center's value? What are you struggling with when it comes to making a business case for something you'd like to add or accomplish? ------------------------------ [More]

From : Communities>>Ask Your Network
Hi Everyone, I have been working on a scoring card for some time and we have put a good one together for the Service Desk and Desktop Group however it is extensive and warrants it to be more simplified. Has anyone have a good example to share that would allow a Supervisor or Team Lead to be able to run 5 - 10 of these per week per tech. At the moment we are only able to do 3 at most as it is time consuming. Best, John ------------------------------ John Alexiou Senior Manager, Support Services [More]

Latest Content
There Is More Than One Way to Do Problem Management

Problem management doesn’t have to be complicated, and every organization regardless of size can have an effective problem management function, as long as you take the time to identify what’s consumable for your organization. Remember in order for this to achieve maximum effectiveness, there must be consensus across all organizations that have to participate that the need exists and most importantly an understanding or agreement on the value that problem management can provide to your company.

Good Customer Service and Good Security

Too often, information security is viewed as someone else’s job, and the goals of security (to protect) and support (to assist) are often at direct odds. But one of the best services we can provide for our customers, whether they are internal or external, is keeping their personal information—and the information needed for the business—safe. The first line of assistance should also be the first line of defense.

Focus on Frameworks and Methodologies: They Are Not Mutually Exclusive

In the business of IT, we are susceptible to “shiny object syndrome.” We want it, and we want it now, because of what we think it will do for us the instant we pick it up or install the software. Of course our real-world experience tells us something different. Adopting a new framework or methodology requires study, planning, strategizing, and healthy doses of organizational change management, all of which need to be thought about before buying a new tool.