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
Hello All, We are currently using EasyVista and are quite pleased with it. Thanks ------------------------------ Omar Cheikh Assistant Director, IT Customer Care Fordham University Bronx NY ------------------------------

From : Communities>>Ask Your Network
Hello all. My name is Michael Turpin and I am the director of Service Management for a Healthcare System called Northwell. Our Healthcare System is comprised of 22 Hospitals and about 500 Medical Offices. Our Service Desk support over 60,000 end users. Our IT office are located across Long Island NY, while our end user and hospitals a spread across several states in the Northeast.  I have been a member of HDI for several years. ts great to be able to interact with all the other Service Desk leadership [More]

From : Communities>>Ask Your Network
I am Help Desk Manager for Tier 1-3 technicians. I have a team of 14 agents who support 930 employees. This comes out to a ratio of 1 technician for every 66 employees. This seems like a really good number and it's just about right honestly, but I think what would make more sense is instead of coming up with a ratio of tech's to employees is tech's to devices. Everyone in our company has at least 1 computer, 2 monitors, 1 mobile device, and a shared printer of some kind.  That's 5 devices minimum [More]

Latest Content
Metric of the Month: Key Relationships for Service Desk KPIs

Jeff Rumburg is back with a monthly column on metrics. He explains the KPIs that really matter to your support center and provides actionable insight on how to leverage these KPIs to improve performance. This month, Jeff explores the cause-and-effect relationships for service desk KPIs to give us an overarching framework and roadmap for discussing KPIs in the future.

#HDIchat Recap: Metrics - What Will You Stop Tracking This Year?

Metrics help us staff at the correct levels, show that we’ve improved (or not), and help keep us on track…when they are used properly.

Difficult Performance Conversations: The 5 Ws for Success

You want a great team. You deserve a great team. But there’s that one person holding everyone back. You’ve coached them and talked to them about the things they need to do to meet expectations and still no results. It’s time for that more difficult conversation—but how?