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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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Update your information, and you could win a $5 Amazon gift card!

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HDI Customer Satisfaction Index Service

A secure web-based tool

Survey your customers and compare your results against industry benchmarks!

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2014 HDI Desktop Support Practices & Salary Report

Now available!

Get the latest scoop on technology, processes, metrics, salaries, and staffing in desktop support.

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HDI Desktop Support Technician
HDI Support Center Team Lead

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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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SupportWorld

Now available for tablets!

Read the latest issue of SupportWorld in the HDI Reading Room on iOS, Android, and Kindle Fire tablets!
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HDI Support Center Standard 2013

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

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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

More Info
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HDI Support Center Analyst

Montreal, QC Jun 9-10
Atlanta, GA Jun 9-10

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IT Support: Improve Efficiency

Service and support organizations are constantly looking for newer and easier ways to improve the quality of IT support. Find out how SolarWinds can help you simplify and automate IT support!

Effective Service Catalogs

How do you create a service catalog your customers will use—and, dare we say, love? Use these great resources from Cherwell Software to jump-start your service catalog project.

Customer Engagement

This solution center, sponsored by LogMeIn, explores how, why, when, and where customer engagement is critical to the success of customer service and technical support organizations.

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

Press Room

Community Leaders
HDILeslie
Meet the Winner: UC Davis
Winner of the 2014 HDI Service Improvement Award!   University of California,... read more
HDILeslie
Meet the Winner: Allstate Corporation
Winner of the 2014 HDI Knowledge-Centered Support Award!   The Allstate... read more
Mark Dalton
Your Relationship with Metrics
It's late and you are sitting alone at a bar. You are surrounded by support systems - tickets and reports,... 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 Ric Mims
Nov 18, 2014

IT services are a key component of success in every organization. In this webcast, Ric Mims will present an approach to developing your service improvement plan, focusing on on the importance of customer feedback mechanisms, translating...


with Steve Broe
Dec 16, 2014

If you want to live like a master, you need intelligence and determination: decide to think strategically about the results you want in your life and career, and take definite action that moves you closer to your goals.