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HDI Support Center Standard 2013

The latest version of the HDI Support Center Standard is now available.

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HDI Customer Satisfaction Index Service

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2014 HDI Desktop Support Practices & Salary Report

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HDI Practices & Salary Reports

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Current White Paper

Hot off the presses

"The Future of Desktop Support: A Road Map," by the Members of the HDI Desktop Support Advisory Board

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Metrics for the New World of Support

In the new world of support, we will need to track those things that could have an impact on business processes and productivity. Are you ready?

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Desktop Support: Managing Ticket Volume Under Pressure

How are technical support teams managing an ever-increasing volume of desktop support tickets?

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HDI Support Center Standard 2013

Just Released!

The latest version of the HDI Support Center Standard is now available.

Download Now

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HDI Certified Instructors are the best in the business. See how you can become endorsed to help others by the industry-leading certification body.

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HDI Desktop Support Technician
HDI Support Center Team Lead

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HDI Support Center Analyst

Los Angeles, CA Jan 23-24
Dallas, TX Jan 23-24

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ITSM: The Productivity Engine

The resources in this solution center will bring you up to date on modern approaches to ITSM, including adopting, automating, and integrating delivery models like SaaS to improve the speed of service delivery.

Your Keys to Service Success

Success isn’t attained by those who do the most things, but those who do the most important things. These carefully selected resources will help you do the key fundamentals right — from choosing the right service desk tool to preparing for the BYOD invasion to building a service catalog.

Career Center

The Career Center provides resources to help you chart a course for success, from ongoing career management to résumé updates and interviewing skills.

HDI, a UBM Tech company, is the leading professional association and certification body for the technical service and support industry.

Serving a community of more than 120,000 technical service and support professionals, HDI hosts acclaimed conferences and events, produces renowned publications and research, connects solution providers with practitioners, and certifies and trains thousands of professionals each year.

Meet the Execs Media & Event Opportunities

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Community Leaders
Roy Atkinson
HDI 2014 - A Digital Experience
All the pieces are in place for this award-winning, one-of-a kind online conference. And the "People’s... read more
The Hidden Gem of Poor Engineering
A few years ago, I experienced a customer service saga with my brand-new, big screen, flat panel... read more
Crossed Arms Syndrome
Even though my son is now a teenager, I still go into his room at night to check on him before I go to... read more

HDI Support Center Analyst

This course focuses on strategies for effective customer service, emphasizing problem-solving and troubleshooting skills, call handling procedures, incident management, communication skills, and an introduction to ITIL processes. It will also prepare students for the HDI Support Center Analyst certification exam.

HDI Support Center Manager

Designed for both new and experienced support center managers, this course helps support center managers satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments. It will also prepare students for the HDI Support Center Manager certification exam.

with Fancy Mills
Jun 17, 2014

In this webcast, Fancy Mills will cover key steps in the staffing process, including performing a workforce forecasting analysis, developing an analyst's skillset via a knowledge, skills, and abilities assessment, creating proper tests and...

with Jason Young
Jul 15, 2014

In this HDI vChapter event, Jason Young will provide practical, easy-to-implement guidance around the seven key determinants that make for a healthy, productive, and profitable culture.