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
I would love to see that as well. We are in the midst of re-designing our on-boarding and training program. ------------------------------ Donald Chew Help Desk Supervisor Mayo Clinic Rochester MN ------------------------------

From : Communities>>Ask Your Network
Would you be willing to share those checklists Michael? ------------------------------ Alan Bruce I/S Support Supervisor Gillette Children's Specialty Healthcare Saint Paul MN ------------------------------

From : Communities>>Ask Your Network
Hi Chad, We have 2 checklists we reference. Once for accounts and one to cover all the training points we need to cover. We also have a plan to phase in new employees over the span of several weeks. What we do here is start people off listening to calls, then entering data into our ITSM (ServiceNow). Once comfortable, they start answering calls while being shadowed. After that we use the clinical practice of "Learn. Do. Teach." After onboarding, they work the phones for a while to build up familiarity [More]

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.