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Member Discussions

From : Communities>>Ask Your Network
Events for us are managed by our Operations Center via some alerting tools as it relates to network/server/interface type downs vs the helpdesk. From a helpdesk perspective we use Webex Teams (Spark) chat rooms to share instant information as it's happening and a SharePoint calendar for scheduled events, pre-connect messages, problem records, and announcements from leadership.   We found the thousands of e-mails to be very over looked and pointing to 2 places has been much more successful. ------------------------------ [More]

From : Communities>>Ask Your Network
Gretchen,  We use an ACD break down for Password/Authentication, Patient Care, iPhone support, and all other items.   We manage these with the same people for the most part, but it gives us the ability to shift roles to different skills based upon the agent skill set.  Can I ask what you are looking for overall to accomplish?  Are you wanting to break down the type of call, or escalate people to the front of the line for total down? Thanks, ------------------------------ John Jester Operations Manager [More]

From : Communities>>Ask Your Network
I'm looking for suggestions as to how you categorize incidents related to Office 365.   Are you doing all under a single Configuration Item and then a break down of sub application or each application in package it's own Configuration Item? I appreciate the feedback of others as to the experiences you may have had one way or another. ------------------------------ John Jester Operations Manager BJC HealthCare SAINT LOUIS MO ------------------------------

Latest Content
Metric of the Month: Ratio of Agents to Total Headcount

For this Metric of the Month, Jeff Rumburg looks at a staffing metric, ratio of agents to total headcount. This ratio is another way to measure service desk efficiency and applies to service desks and desktop support. It is also an indirect way to measure managerial efficiency.

Customer Service: Who Cares?

Regardless of whether the customers are internal or external, top organizations clearly recognize and understand that the customer experience is vital to the overall health of the organization. But bad attitudes and poor responsiveness can quickly erode your organization’s credibility with customers. Gregg Gregory shares four strategies for overcoming these challenges and elevating the customer experience.

What Does Customer Experience Mean to IT…Really?

Overall when we look at providing service, we really should be looking beyond the confines of the IT box. Being able to look at and understand how your business delivers service and achieves it business objectives will ensure that you as a provider are a far better partner that those who simply just meet SLAs. Speaking the language of the business will take your support teams out of their silos and put you and your organization above and beyond your competition.