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
Thanks Kevin. We are looking for a central remote tool that can contain all of our apps, intranet, etc. I'm wondering if anyone is using another option than Citrix? VPN/WebVPN? Best Regards, John ------------------------------ John Alexiou Senior Manager, Support Services Weill Cornell Medicine Information Technologies and Services 1300 York Avenue New York, NY 10065 ------------------------------

From : Communities>>Ask Your Network
Great post!! Since I started a few years ago. The culture here was to drive SLA management between all groups however a lot of the queue management process has been lost in translation.. We have made some changes that have helped but a complete overhaul of the incident management process or TTO is now being owned by the Support Services group. Current Process: All Calls, myhelpdesk portal, emails that comes into the Customer Support queue is managed by two Team Leads. They will resolve or assign [More]

From : Communities>>Ask Your Network
Depends what you are looking for. We use Citrix for both remote access, and for remote desktop. Remote access has common applications. Quick use of Outlook Word, Excel. Access to files on Network drives. Remote desktop is what it says. Remote access to your actual desktop. ------------------------------ Kevin Foley Specialized Client Support Manager Texas Legislative Council Austin TX ------------------------------

Latest Content
There Is More Than One Way to Do Problem Management

Problem management doesn’t have to be complicated, and every organization regardless of size can have an effective problem management function, as long as you take the time to identify what’s consumable for your organization. Remember in order for this to achieve maximum effectiveness, there must be consensus across all organizations that have to participate that the need exists and most importantly an understanding or agreement on the value that problem management can provide to your company.

What Happened to Bimodal IT?

The idea of bimodal or two speed IT seems very straightforward: Agility and velocity are attributes desired—if not required—in today’s digitally driven businesses. The current popularity of DevOps is witness to that.

Workforce Enablement: Get Engaged and Go with the Flow

What if management wasn’t a roadblock? What if management’s job was to clear the way and provide the tools necessary for people to do outstanding work? (We all know that’s what management’s job is supposed to be, but it often isn’t.) In general, workforce enablement operates with the belief that, given the means and opportunity, engaged employees will do good, efficient work. But beware of roadblocks to employee engagement such as failing to enable the engaged employee.