Roy Atkinson

Roy Atkinson


Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and the Focus series. In addition to being a member of the HDI International Certification Standards Committee, Roy is a popular speaker at HDI conferences and is well known to HDI local chapter audiences. His background is in both service desk and desktop support as well as small-business consulting. Roy's blogs regularly appear on, and he is highly rated on social media, especially on the topics of IT service management and customer service. Roy is a cohost of the very popular #custserv (customer service) chat on Twitter, which celebrates its seventh anniversary on December 9, 2016. He also hosts the new #HDIchat held every Friday at 1 PM ET. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @HDI_Analyst and @RoyAtkinson.

Recent articles

  • #HDIchat Recap: What Role Does the Service Desk Play in Information Security?
  • Metrics: The Effects of Shift-Left
  • DevOps and Support: Challenges and Benefits
  • #HDIchat Recap: What Is Your Biggest Project Right Now?
  • #HDIchat Recap: Is Your Organization Using Gamification?
  • Focus on Frameworks and Methodologies: They Are Not Mutually Exclusive
  • Focus on People: Skills, Training, and Satisfaction in Technical Support
  • Optimize People, Process, and Technology: Using Contractors to Handle Rollouts
  • Workforce Enablement: Get Engaged and Go with the Flow
  • Desktop Support: The Conundrum of Travel Time
  • #HDIchat Recap: Which Skills Are You Looking for When You Hire for the Support Center?
  • #HDIchat Recap: Skills-Based Routing or Intelligent Swarming?
  • #HDIchat Recap: Has Cloud Adoption Changed Support?
  • Metrics: The Effects of Successful Tier 0 (Unassisted) Support
  • Level 0.5: Automation and Support
  • What Happened to Bimodal IT?
  • #HDIchat Recap: Which Learning Events Do You Attend and Why?
  • #HDIchat Recap: How Much Independence Do You Give Your Analysts?
  • #HDIchat Recap: Have You Rolled Out Windows 10? When Will You?
  • #HDIchat Recap: What's Your Greatest Challenge?
  • #HDIchat Recap: What's the Buzz in Your Organization?
  • #HDIchat Recap: How Difficult Is It for You to Get the Reports You Want Out of Your ITSM Tool?
  • #HDIchat Recap: Training
  • The Employee and Customer Satisfaction Effect
  • Focus on Developments in Desktop Support
  • #HDIchat Recap: Have You Replaced Your ITSM/Ticket Management Tool?
  • Focus on Self-Service: Level 0
  • How Valuable Is the Transactional Survey?
  • Focus on Customer Experience: Combining People and Technology to Deliver for Customers
  • Customer Experience: Banish the Words “Call Deflection”
  • Metrics: First Level Resolution
  • #HDIchat Recap: Are You Looking at the Service Desk from a Customer Experience Perspective?
  • #HDIchat Recap: How Do You Keep Raising the Bar for Customer Service?
  • #HDIchat Recap: What Channels Are You Adding or Considering for Support?
  • Metrics: What’s the “C” in “FCR”?
  • Good Customer Service and Good Security