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
Hi Josh, Probably too late for you (may help others) but we took a slightly different path here at Jo-Ann. Before we had a tool, when people called the help desk to have their password reset, the help desk asked them for their employee number, their date of birth (month and day) and the last 4 digits of their SSN, which the help desk was able to see on a very locked down view in our HRIS system. Once authenticated, the help desk reset the password for the user. When we implemented the technology [More]

From : Communities>>Ask Your Network
Does anyone have any financial penalties built in to any of your support contracts with vendors? If so, can you share any details? Thanks! ------------------------------ Tim Sawyer Director, Service Delivery Yum! Brands Inc. Louisville KY [Phone] ------------------------------

From : Communities>>Ask Your Network
We looked into this. Then we decided to make our clients password more secure than they have ever been. Increased them from 6 to 10 characters. Used the following rules: Contains an uppercase character Contains a lowercase character Contains a numeric character Contains at least 10 characters Does not contain your user ID Does not contain your display name Is not a previous password Once your password meets the new policy requirements, your password will [More]

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