Data for the Visual Learner

Easily digested and shared, HDI infographics illustrate results from HDI research on topics of interest to the technical support community. Visit often—new infographics are coming soon!

The War for Talent

In the current economic climate, organizations often face a surplus of applicants for job openings. In short supply, however, are qualified applicants:... see more

Desktop Support Technician in a Nutshell

It can be a challenge to find professionals that have the right mix of technical and customer service skills to be successful as desktop support... see more

Desktop Support Ticket Volume Still on the Rise

Given the steady increase in ticket volumes noted over the past few years, and knowing that this is a trend that will likely continue, how can technical... see more

Mobility Continues to Disrupt Support

Leaders in the technical support industry continue to be preoccupied with managing support for the mobile workforce. With 86% of support organizations... see more

Service Management: Not Just for IT Anymore

The expansion of the principles of IT service management (ITSM) to areas outside of IT has been a topic of conversation in the hallways and gathering... see more

5 Ways to Impress Your Technical Support Customers

This infographic shares five ways to impress your customers in technical support. From knowing which inbound contact channels are most utilized to... see more

Be the IT Hero: Shining Light on Shadow IT

From students to executives, finding solutions to improve efficiency, productivity, and communication has become vital. These end users are trying to... see more

A Look at Combining Frameworks and Methodologies in Technical Support

The current world of IT is complex, and the best set of processes for your organization might be a combination of frameworks and methodologies rather... see more

Tools Used to Provide Technical Support

Support organizations have come a long way with the tools used for providing end-user support. In the past decade, support teams have witnessed a cycle... see more

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