Criteria and Guidelines

Best Service and Support Analyst

Best Service and Support Technician

Best Service and Support Manager

Local Chapter Officer of the Year

Lifetime Achievement Award

Best Service and Support Organization

Best Service and Support Culture

Best Service Improvement Initiative

Best Customer Experience

Best Use of Technology

Is there an outstanding frontline technical support professional (support center analyst, help desk professional, or customer service representative) in your organization that you feel deserves recognition for their commitment, dedication, and service to your customers? Does the analyst sitting next to you provide outstanding support, or does someone you know demonstrate a commitment to excellence that sets an example for others to follow? Does someone on your team consistently go above and beyond the call of duty? Here’s your opportunity to see them recognized for their efforts!

Each year, HDI works jointly with the local chapters to identify and award the industry's top first-level support analyst. Support analysts who are nominated at the local chapter will have an opportunity to compete with their peers locally, regionally, and globally for this prestigious award.

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SELECTED EVALUATION CRITERIA

• The nominee must have been working as a tier-1 support analyst with at least seventy-five percent of their daily tasks related directly to tier-1 customer support, and must have spent a total of nine of the past twelve months experience within this role – although nominee does not need to currently hold this title.
• This award is not for supervisors as it is focused on the person delivering the services 
• Well-rounded in technical aptitude, team orientation, customer service skills, and people skills
• Positive attitude and enthusiasm
• Committed to sharing their knowledge and problem-solving techniques with peers
• Last year's winners in this category are ineligible for consideration in the current cycle

Is there an outstanding desktop support technician in your organization who you feel deserves recognition for their commitment, dedication, and service to your customers? Does the technician who visits your desk provide outstanding service? Does someone on your team consistently exceed expectations? Here’s your opportunity to see them recognized for their efforts!

Each year, HDI works jointly with the local chapters to identify and award the industry's top desktop support technician. Technicians who are nominated at the local chapter will have an opportunity to compete with their peers locally, regionally, and globally for this prestigious award.

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SELECTED EVALUATION CRITERIA

• The nominee must currently be working as a desktop support technician and must have a minimum of 6 months experience in their present job
• The nominee must provide actual desk side support. This award is not for supervisors or team leads, as it is focused on the person delivering the services. 
• At least 50% of a candidate's daily tasks must be related to providing desktop support, for at least 9 of the past 12 months; an eligible candidate does not need to currently occupy a desktop support role
• Well-rounded in technical aptitude, team orientation, customer service skills, and people skills
• Positive attitude and enthusiasm
• Committed to sharing their knowledge and problem-solving techniques with peers
• Last year's winners in this category are ineligible for consideration in the current cycle

Leadership is about doing the things that drive action, get results, and improve performance. It is the ability to influence and motivate others, and to provide the tools and environment that allow others to make the best contribution towards the attainment of goals. A true leader has the confidence to stand alone, the courage to make tough decisions, and the compassion to listen to the needs of others. They might not set out to be a leader, but they become one by the quality of their actions and the integrity of their intent.

This award acknowledges and honors a service and support manager who has excelled at supporting any or all IT services within their organization and who most clearly demonstrates the ability to serve and advance information technology within their industry.

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SELECTED EVALUATION CRITERIA

• Must have held their current management role for the past 12 months
• Must manage organizations that support any or all IT services
• Must have both strategic and tactical responsibilities
• Note that this award requires three written testimonials from direct reports, peers, and/or senior leaders
• Last year's winners in this category are ineligible for consideration in the current cycle

This award honors a hard-working volunteer leader from the local chapter community. Nominations may be made by local chapter officers, national officers, board members, community members, peers, or customers.

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SELECTED EVALUATION CRITERIA

• Demonstrate commitment and contributions to his/her local chapter
• Identify responsibilities the candidate has taken on to support his/her local chapter
• Describe how the nominee has demonstrated creativity and leadership in his/her volunteer efforts
• Evident passion for the local chapter community
• Last year's winners in this category are ineligible for consideration in the current cycle

This award, presented annually at SupportWorld Live, recognizes the lasting contributions, leadership, enthusiasm, and tireless efforts of industry luminaries who've committed themselves to elevating the reputation of the technical support and service management profession. A panel of judges use the criteria listed to the right, and other factors, to evaluate each candidate's accomplishments and dedication to the profession.

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SELECTED EVALUATION CRITERIA

• Evidence of a distinguished career in technical support and service management
• Demonstrated dedication to the growth of the industry as a whole
• Documented, direct engagement with the industry and community:
  • Published thought leadership on the industry's strategic direction
  • Service on the boards of industry organizations
  • Commitment industry mentorship and leadership
  • Influence on industry best practices, standards, or frameworks
  • Contribution as a subject matter expert in multiple contexts (events, training, content, etc.)

This award recognizes teams that have achieved the highest standards of excellence in service and support. Teams are evaluated on maturity, innovation and efforts made to provide a stellar customer experience, as well as how people, process, and technology together have improved service and overcome challenges presented to the organization. Open to internal, external, and outsourced teams, applicants must demonstrate to what extent and how the organization focuses on employee and customer engagement and satisfaction, how the support center’s mission and/or vision aligns with those of the organization as a whole, and to what extent the team’s cohesion is articulated and demonstrated. They must also illustrate how well processes are defined and executed, as well as how they align with industry good practices. 

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SELECTED EVALUATION CRITERIA

• The extent to which the organization focuses on employee and customer engagement/satisfaction
• The extent to which the support center's mission and/or vision aligns with the organization’s as a whole
• The extent to which the team's cohesiveness is articulated and demonstrated in the application
• How organizational culture contributes to the support center's excellence
• How the people, process, and technology, taken together, have improved service and enabled the support organization to overcome challenges
• Winners in this category from the past two award cycles are ineligible for consideration in the current cycle

This category focuses on the employee experience and celebrates organizations that promote a creative and collaborative work environment. Teamwork and innovation are encouraged, and employees understand the mission, vision, and business goals of their organization. Employees are supported and empowered to continuously improve. 

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SELECTED EVALUATION CRITERIA

• Evidence of a strategic approach to cultivating and developing a positive team culture
• Evidence of a strategic methodology for measuring and communicating employee engagement
• Evidence that the support organization's culture has positively impacted recruiting, hiring, and retention
• Note that this award requires two written testimonials, one from a staff member and one from a senior leader in the organization
• Last year's winners in this category are ineligible for consideration in the current cycle

This award recognizes an organization that has successfully adopted or improved one or more service offerings. There is no limit to the scope of the award beyond service improvement, which could include improved internal process efficiencies or improvements in service quality and the customer experience. The improvement strategy could be based on a published methodology or framework, or it could be a result of innovation within the organization. 

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SELECTED EVALUATION CRITERIA

• A clear understanding of the key objectives and expected ROI behind the initiative
• A clear description of the process by which the support organization chose to adopt the plan
• Clear proof of a thoughtful adoption approach, as shown by milestones and benchmarks
• A unique approach and a focus on continual enhancements
• Clear evidence of the positive impact this initiative has had on the business, from the perspective of both employees/analysts and customers
• Clear articulation of how this initiative has driven success for the team
• Last year's winners in this category are ineligible for consideration in the current cycle

This award will go to the organization that best leverages its people, processes, and technology to drive customer satisfaction and loyalty for the brand. Organizations that set high standards for customer interactions and instill that culture in their employee will be recognized.

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SELECTED EVALUATION CRITERIA

• A thoughtful and strategic philosophy around customer experience management
• Evidence of a strategic methodology for measuring and communicating customer satisfaction to employees, management, and other key stakeholders
• Evidence of the effective integration of the customer experience initiative with the support organization's coaching, analyst training, and ongoing development
• Evidence of a strategic approach to managing dissatisfied customers
• Before-and-after evidence of the impact of the support organization's customer experience initiative on the customer experience
• Last year's winners in this category are ineligible for consideration in the current cycle

This award will go to the support organization that has most successfully leveraged technology to improve services. This includes how this technology or tool was identified to meet the support organization’s objectives; the process in which the technology was selected or developed; the team structure implementing, utilizing, or supporting it; and performance before vs. after implementation. Note that this award recognizes innovative implementations of a single piece of technology or one suite of services that was deployed as a single project.

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SELECTED EVALUATION CRITERIA

• A clear understanding of the key objectives and expected ROI behind the implementation
• A clear description of the process through which the support organization chose this technology
• Clear proof of a thoughtful implementation approach, as shown by milestones and benchmarks
• A unique approach, including key points of distinction from other deployments of similar technology and a focus on continual enhancements
• Clear evidence of the positive impact this technology has had on both the analysts and customer experience
• Evidence that the technology product or suite of services has had a broader positive impact beyond the support organization
• Clear articulation of how this technology has driven success for the team
• Last year's winners in this category are ineligible for consideration in the current cycle