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.
From : Communities>>Ask Your NetworkHi 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 NetworkDoes 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 NetworkWe 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]
In last week's #HDIchat, we discussed support channels: Which ones are working? Which ones aren't? Which channels have you added recently? Which channels are you considering adding in the future?
KCS is a methodology that incorporates knowledge as a key component for service delivery and includes specific elements to follow for success. But, as this case study illustrates, skipping components can doom your implementation. If you follow the recipe and include all the basic ingredients, you will see positive results.
Desktop support is more than just the “people who repair computers.” Technicians cover a wide range of responsibilities supporting many tasks, including asset management, end-user training, network support, software support, access management, information security, and more.