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
Hi all.  We just went from using DameWare (internal only) and unlicensed TeamViewer (external only) to using TeamViewer for all of our remote control needs when it comes to support.  We're not married to it, however.  We purchased support for 1 year and if we're not happy with it near the end of the term we'll look for something else.  We looked into LogMeIn Rescue, Bomgar, DameWare, and I can't remember what else.  TeamViewer gave us the best bang for the buck, we were all familiar with it and knew [More]

From : Communities>>Ask Your Network
​Hello!  I am curious what my peers have from a lead time perspective to receive a request to provision a new hire from user access to physical equipment.  We are an organization of approximately 3K employees and perform all functions in house; dispersed locations through a Tri-State area.  Historically we had an agreement of 5 days advance notice and we have internal pressure to shorten to 2 days; which I believe will be a recipe for failure with the current state of maturity our IT organization [More]

From : Communities>>Ask Your Network
I'd be curious to understand the reason for the call-back?  Without understanding the reason, can we reply to the question? Is it to truly understand the priority? Ensure a clear understanding of the issue?  Is the call part of a bigger strategy around support or IT credibility?  As noted previously, just to call without understanding why doesn't seem to make sense... ------------------------------ John Custy Managing Consultant JPC Group BOSTON MA [Phone] ------------------------------

Latest Content
Moving Beyond Legacy Support Systems

For technical support organizations, change often comes in the form of leaving behind a legacy system for newer technology. This goes beyond just wanting the latest and greatest tech; today, it’s about providing the type of modern, seamless support users expect.

Metric of the Month: First Contact Resolution Rate

FCR is a measure of how effectively your service desk conducts its business and is a function of many factors, including the complexity and types of transactions handled, the experience of your agents, the quality of agent training, and tools such as knowledge management and remote control.

Disabled Technology Is Useless Technology

Having access to the organization’s ITSM tool on mobile devices is especially valuable for desktop support teams, who are often out and about in the organization and susceptible to spontaneous requests. Having a mobile interface is also valuable for managers, who can look up ticket status, work accomplished, and the flow of work from wherever they happen to be.