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
Tough questions... What are you doing today to show the contribution your service desk is making? Are you reporting performance compared to goals and objectives? Are you reporting performance compared to agreed/published service level targets (or 'known' objectives)? Do you review performance for continual improvement opportunities? Do you create service level improvement plans, take action, and report the results? Do you meet with other teams and business stakeholders throughout the year to [More]

From : Discussion>>Ask Your Network
Very interesting. I would have never thought of it that way:) ------------------------------ Donovan Reid IT Service Desk Supervisor City of Mississauga Mississauga ON [Phone] ------------------------------

From : Discussion>>Ask Your Network
Somewhere in the middle of the interview I will ask the applicant, "How do you make a peanut butter and jelly sandwich?" I ask that for a few reasons...1, to see how they'll react to something surprising (you never know what the next call will bring); 2, how well do they adjust on the fly and remain professional; 3, I'm curious to see what level of detail they will impart; 4, can they convey simple instructions as they would during a service call. You'd be surprised at the variety of answers I've [More]

Latest Content
How to Handle Incident Management Like a Boss

Incident management can be like a jigsaw puzzle. The right pieces need to fit into place to see the complete picture. You must look at incidents critically and face the (potentially) significant problems. Time is money, and by not having a plan for resolution, you could be burning countless dollars trying to find a solution.

How to Write Email Templates

Email templates help new service desk agents get up to speed quickly, enable managers to store information in a central location, and improve agent productivity. The templates must be written in a style that enables you to deliver sincere, personal service, and, to give customers a consistent experience, the voice and tone of your company’s service desk emails should be consistent with all the other ways your company speaks to customers.

Gain Senior Stakeholder Confidence in the Service Organization

As you continue delivering against your success story and maturing your service offering, having senior management’s respect, confidence, and support in you, your service organization, and your service strategy should be priority one! It will grease the road to success for you, your team, and your customers and allow you to spend your most valuable time getting it done rather than always being in a position of asking permission.