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
All requests or issues are logged under the main category: Security. Sub Categories: Locked - Break Fix Forgot - Break Fix If they purposely ask for a reset, I would catagorize under Forgot. ------------------------------ Josh Smits Foth & Van Dyke, LLC De Pere WI ------------------------------

From : Communities>>Ask Your Network
In an effort to deliver a better experience for our customers we are reviewing an area we would like to improve upon; File and Share Permissions. We are a centralized government enterprise of over 12000 users. Our environment consists of teams by discipline: Network, Security, Desktop Support, Server Support, Exchange, etc. Our current workflow: the customer calls or emails the service center with a request or to report an incident. The required information and approvals (if required) are collected [More]

From : Communities>>Ask Your Network
The best question I've ever heard was from a student in a Support Center Analyst class that I was co-teaching a couple of years ago. The question was "How do you fix a Banana?" The more I thought about it, the more I recognized what a great question to ask prospective Support Center Analysts. Read more here How do you fix a Banana? - Tedder Consulting Tedder Consulting remove preview How do you fix a Banana? - Tedder Consulting When I first heard that question, I was taken [More]

Latest Content
#HDIchat Recap: How Difficult Is It for You to Get the Reports You Want Out of Your ITSM Tool?

Last week's #HDIchat featured some truth-telling about reporting and explored getting what you ask for in your RFP for a ticketing or ITSM tool. HDI’s own data analyst extraordinaire, Jenny Rains, shared some cool tips and a caution: We all know what KTLO means...or do we? One attendee’s organization has one FTE dedicating almost half his/her time to getting reports to run. Another can’t use out-of-the-box reporting because the tool was heavily customized. How does your organization measure up?

Aspect Software’s KCS Journey: Follow the Recipe

KCS is a methodology that incorporates knowledge as a key component for service delivery and includes specific elements to follow for success. But, as this case study illustrates, skipping components can doom your implementation. If you follow the recipe and include all the basic ingredients, you will see positive results.

Build Trust for Stellar Customer Service

Being in business is complicated and mistakes can happen at even the most trusted companies. Loss of trust can cost a lot in lost revenue. What will keep you in business is being open and honest with your clients and making sure that all of your employees have a consistent message from the company.