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
​My team converted to a tiered model at one point.  I think the learning points for us was: Clearly state the difference between each tier  Qualifications for the reps Duties and responsibilities differences How does a lower tier work up to become a higher tier I would recommend not doing this based on time on the job Come up with clear markers that shows qualification If tickets are to be escalated to a higher tier, what are the triggers for doing so Create handoff procedures for tickets [More]

From : Communities>>Ask Your Network
​Hello, I worked for a large service provider and actually helped to develop the concept as well as integrate it into some solutions.  A few items to consider but certainly not a complete list: Secure storage Store consumables for after hours pickup user can drop off h/w to be worked on leave loaner gear leave provisioned h/w for new hires, end of life h/w, etc. Staffed with proved deskside technicians Good social skills can work with ...irritated...folks should go through some Service [More]

From : Communities>>Ask Your Network
Michael, Over the years I have heard a number of interpretations of Service Desk metrics.  With that being said, here's a few of things to take into consideration: First Contact Resolution (FCR):  This is a measurement of items that were resolved upon first contact by an agent regardless of what levels of support were engaged or how long it took.  As long as the client had the issue during their first contact. First Level Resolution (FLR) This is the measurement of items that were resolved at [More]

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