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 white papers. In addition to being a member of the HDI International Certification Standards Committee and the HDI Desktop Support Advisory Board, 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 HDIConnect, 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 celebrated its fifth anniversary on December 9, 2014. 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

  • DevOps and Support: Challenges and Benefits
  • Focus on People: Skills, Training, and Satisfaction in Technical Support
  • Metrics: The Effects of Successful Tier 0 (Unassisted) Support
  • #HDIchat Recap: How Much Independence Do You Give Your Analysts?
  • #HDIchat Recap: How Difficult Is It for You to Get the Reports You Want Out of Your ITSM Tool?
  • #HDIchat Recap: Training
  • Focus on Developments in Desktop Support
  • Metrics: First Level Resolution
  • #HDIchat Recap: What Channels Are You Adding or Considering for Support?