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
We use SCCM Remote Control for most of our remote connections. Microsoft Lync is a backup, because our configuration only requires internet access for it to connect and everyone has it. Can be very useful in those situations where a member is not VPN connected and having issues outside the offices. If we need to copy files over for any reason, we do have the ability to remote to their C drives via Windows Explorer (\\workstation name\c$). This required a Group Policy change to accomplish. ------------------------------ [More]

From : Discussion>>Ask Your Network
How does your company handle Outlook Archives? Currently, our users save them locally on their computers. With the implementation of tablets, we are wanting to deal with local .pst files differently. Our Sales & Marketing users especially have very large archive files. We are Office 365 customers and are not thrilled with On-Line Archiving. Thank you! ------------------------------ Wendy Wagner Manager, End User Support Shurtape Technologies, LLC and ShurTech Brands, LLC Avon, Ohio ------- [More]

From : Discussion>>Ask Your Network
Start by watching this webcast by Jeff Rumberg of MetricNet, I haven't found anybody who's better at explaining the basic of support metrics. Unleashing the Enormous Power of Service and Support KPIs If you're just starting down the path of measuring your performance, this is the best hour you could spend. ------------------------------ PJ Barry Service Desk Manager Cooley LLP San Francisco CA 4156932746 ------------------------------

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.