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
We have worked with our HR and Training department to create an onboarding resource, which explains to new employees what our Enterprise Support team supports, along with links to articles that will help them set up various aspects of their desktop.   Typically when a new hire starts their desktop or laptop has been set up by their manager and has already been imaged.  They would be responsible for setting up printers, shortcuts, etc. We leverage our knowledge base, and have links in the document [More]

From : Communities>>Ask Your Network
Hello,  Does anyone have a template / graphic for how you have your documents cataloged on share-point? My organization is revamping the help desk share point (internal facing) with the aim of making knowledge more accessible and easier to find.  I need help with structuring the folders so that the techs can find data easier. I will be engaging the techs to move documents to the appropriate folders once we have a basic structure down, that way everyone owns the project.  How do you separate and categorize [More]

From : Communities>>Ask Your Network
​ When the hiring manager submits the request for account creation, it's at that time they confirm whether or not a computer is needed (we remove computers from empty offices or sometimes, employees are brought in right away to replace someone so a computer is already present). Once we communicate with the user their temporary password, we give them a pamphlet with all our on-line help/training resources. Once they log-in, they go through the Outlook setup on their own as it is basically all automated [More]

Latest Content
Single Point of Contact, Not Single Point of Resolution

When done right, Enterprise Service Management can have many beneficial effects on the organization, ranging from increased productivity and efficiency, to greater employee satisfaction, to greater customer satisfaction, to better business outcomes including positive impact on revenue and stock value. Having a true single point of contact service desk is just one small part of all that.

Knowledge Management Strategy for the Enterprise

Without an enterprise-wide approach, knowledge will continue to grow organically within an organization, causing associates to spend a large amount of time looking for information, policies, or answers to common questions. The time spent hunting for information keeps people from being effective and contributes to low morale. You need to develop a strategy for enterprise-level knowledge management and change the corporate culture to support it.

The Enterprise Service Desk

Your practices and operating procedures are directly applicable to any other corporate function that provides a service. That goes for services to external customers (e.g., sales), as well as services to internal customers (e.g., HR, payroll, and accounting). If you’re an IT support professional and have longed to play a bigger role on a bigger stage, to make a significant impact on the success of your enterprise, that opportunity is here, and it’s called the enterprise service desk.