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 : Discussion>>Ask Your Network
Hi Kimberley, We don't use ServiceDesk Express, we use ManageEngine, but we have spent a lot of time improving our workflow and automating the process....happy to discuss our learnings with you. ------------------------------ Linda Donohue IT Supervisor CypherSystems Group Windsor ON 226-280-1730 ------------------------------

From : Discussion>>Ask Your Network
We are implementing ServiceNow Express and finding it challenging to create a workflow for managing Employee Status Changes (Onboarding New Hires, Offbarding Terminations, Transfers, Consultants). Catalogue sprawl, CMDB configuration, asset management, access management, profile based access assignment... Surprised to not find a lot of discussion on the topic. ------------------------------ Kimberly Carr Computer Support Analyst/Team Lead Taubman Company ------------------------------

From : Discussion>>Ask Your Network
When a tech (especially a student tech) feels like they have been in an abusive interaction, I talk with them to get as much information as possible. I ask them to tell me exact words said. I do this because of what I call "inflationary language." Yes, I am part VIctor Borge--what can I say. Inflationary language is when I am told the customer "screamed" at them, or was "cussing them out," or similar. I remind them first that I support them and are very concerned, but when I call the customer I [More]

Latest Content
Customer Satisfaction Management

When we want to take stock of how our IT department is doing, we have all the old standbys of performance metrics to guide us: mean time to resolve, cost per incident, customer survey responses, etc. These are called key performance indicators for a reason; they quantify performance in a meaningful way and establish clearly defined goals to which your organization can aspire. Yet these metrics often fail to reveal the simmering problems that lurk beneath the surface of the trend lines and data points.

Policies, Procedures, and Work Instructions—Oh My!

To the average IT worker, policies, procedures, and work instructions can be as daunting as the possibilities of facing lions, tigers and bears were to Dorothy, the Tin Man, and the Scarecrow during their journey along the yellow brick road. For Premier, Inc., a healthcare performance improvement alliance, an internal audit of the IT change management process identified a few areas in need of improvement. Learn how Premier handled the recommendations from the audit in this case study.

Metrics: First Level Resolution

First Level Resolution (FLR) is a simple enough metric. It answers the question, “How many resolutions were we able to provide without hierarchical escalation?” It’s a measure of efficiency and effectiveness, showing whether your Level 1 analysts are resolving a high percentage of the contacts that come their way. However, there are two major ways to measure FLR.