Is there an outstanding front-line 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 provide the type of leadership for your support team 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!
In cooperation with the HDI local chapters, each year HDI honors the industry’s top technical support analysts at the local, regional, and national level. This process recognizes front-line technical support professionals who demonstrate knowledge and understanding of industry standards and commitment to excellence in customer service, while consistently exceeding performance objectives.
This award is sponsored at the national level by Robert Half Technology. With Robert Half Technology as HDI’s premier award sponsor, HDI is able to provide complimentary registration to the HDI Annual Conference & Expo for all regional level winners.
Eligibility and Guidelines
This award recognizes the support industry’s top front-line technical support professionals who possess the knowledge and skills required to provide quality service and support for internal or external customers. The ideal candidate is well-rounded in technical aptitude, team orientation, leadership, customer service, people skills, and positive attitude. They recognize and demonstrate the importance of sharing knowledge with their co-workers to develop problem solving techniques that can be utilized by all team members, customers or support personnel. All nominations must be approved by the department manager, and limited to two nominations per company site per local chapter area.
The included rules are structured guidelines to create consistency across all HDI local chapters. These structured guidelines are followed by all HDI local chapters to ensure a consistent process is followed throughout the community in order to select the best Analyst of the Year throughout the network to represent the industry.
- By submitting a completed application, applicants grant HDI the right to publish the full application or any portion thereof as a means of sharing the applicant’s story with the industry (upon applicant’s final approval). Case studies based on the finalists’ applications will be published to share experiences and successes of leading professionals.
- The nominee must be or have been working as a front-line technical support professional (support center analyst, help desk professional, or customer service representative) with at least 75 percent of their daily tasks related directly to tier-1 customer support and acting as the primary contact for customers for at least nine of the past twelve months. The nominee does not need to currently hold this title. The frontline technical support professional receives and handle tickets. These professionals are responsible for providing customers with information, restoring service, providing specific services, and escalating tickets to a higher level of support. These individuals are typically technical generalists.
- This award is not for supervisors as it is focused on the person delivering the services.
- Any previous year National winner in this competition is not eligible.
Please consider nominating someone you know for this award. Nominations may be made by managers, peers, or customers. All nominations must be approved by the department manager, and each company may submit a maximum of two nominations per local chapter area.
Submissions must be received by your HDI local chapter by October 31. Find your HDI local chapter through the HDI local chapter directory. If your area does not have a local chapter, submit your nominations through the HDI vChapter (the HDI virtual local chapter).
If you have any questions about the nomination process or guidelines, please contact your local chapter.
You can also contact HDI directly at 800-248-5667 or at [email protected].
Nominees are first evaluated at the local chapter level. Nominees are judged based on the quality and completeness of their applications and the quality of the answers to the written questions. The winner from each individual local chapter competes with their peers in a personal interview at the regional level, with the winners chosen by the regional directors or a committee acting on their behalf. Each regional winner then has the opportunity to represent their respective region in the national competition with a personal interview at the HDI Annual Conference & Expo.
Key selection criteria
- Customer Service
- Team commitment and value
- Knowledge sharing
- Technical aptitude and knowledge
National Finalist and Winner Recognition
All national finalists receive a framed certificate acknowledging their achievement, to be presented during the final interview at the HDI Annual Conference & Expo. During the HDI Annual Conference & Expo, finalists will also be given a special ribbon for their conference badge that identifies them as award finalists, and they will be invited to the VIP reception and the HDI Local Chapter Officer Meeting, where they will be recognized for their achievement.
The finalists will be recognized and the winner announced during one of the general sessions at the HDI Annual Conference & Expo. The winner will receive a crystal award engraved with their name and the year.
Each nominator is required to submit written responses in the online nomination form. For additional instructions or questions, contact your local chapter or HDI at 800.248.5667 or [email protected].
Your application, which could become a case study if your nominee is a national finalist, must contain the following information. Answer each question, in the order provided, with clear, concise, and thorough responses. Please understand that the quality of the application counts. If any sections are missing or if your application is poorly written, incomplete, confusing, or inaccurate, points will be deducted from your submission. To facilitate the judging process, please list each of the application points with your detailed response and state precisely how your nominee met or exceeded its stated goals and expectations in each of the categories below.
The nominee with the highest score will become the finalist at the local chapter level and will then go on to compete at the regional level. Regional finalists will sit for final interviews at the HDI Annual Conference & Expo for the national competition.
Best of luck to all candidates!