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
Have you implemented Role Based Security / Role Based Access? Would like to hear tips on AD cleanup. ------------------------------ Laura Edwards Support Center Manager LifeWay Christian Resources Nashville TN ------------------------------

From : Communities>>Ask Your Network
The HDI webinar that took place on February 16, 2017 featured the winners of the 2016 HDI Knowledge-Centered Support Award: Lowe's and Spectrum Health. Chris Meadows, senior manager of IT support at Lowe's , and Keelyn VanderWeide, help desk manager at Spectrum Health , shared their organizations' stories with attendees, who were impressed and inspired to get started on their own KCS initiatives. If you missed the webinar, you can watch it on-demand on HDI's Brighttalk channel: The Road to Award-Winning [More]

From : Communities>>Ask Your Network
John, Sorry for the late reply I have not been on for a couple days. As of now, all of our staff is first hired on as a Phone Tech. We then promote internally based on their abilities. Since having this in place, we have always had good techs to promote up into the other roles so no external hires have been brought in above the Phone Tech level. ------------------------------ Grant Holcomb Computer Help Support Supervisor O'Reilly Auto Parts ------------------------------

Latest Content
When, How, and Why to Conduct a Metrics Review

How long have you been measuring the same set of metrics in your support center? It’s very easy to slip into the habit of reporting the same things each week or each month without taking into account how your company or organization is changing. You should regularly review what you are measuring and see if you need to continue measuring each item, as well as think about whether there are other things you should measure.

Top 25 Thought Leaders in Technical Support and Service Management

Who’s having an impact on the way we think about technical support and service management today? These individuals are active in the technical support and service management community, as practitioners and/or consultants, and every day they share insights on the challenges you face and the future of the industry. If you aren’t following these thought leaders now, you should be!

Guidance on Opening Problem Records

Problem management focuses on determining the root cause of one or more incidents, identifying temporary workarounds, and applying permanent fixes so that incidents don't happen again. Often, when IT organizations first stand up a formal problem management process, the technical staff are hesitant and unsure as to when to open a problem record. To address this challenge, you will want to develop a clear list of the criteria for when a problem record must be opened.