Category Archive: News

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HDI 2017 Conference and Expo Chapter Discount Code

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HDI 2017 Conference and Expo

Oct 11

A Call for Nominations: The HDI Analyst, Desktop Support Technician, and Manager of the Year Awards

  Working in support can be a thankless job (nobody calls the support center to let them know when everything is going well). Every year, HDI provides a fantastic (and FREE) opportunity for you to recognize your employees, peers and managers for the great work they do throughout the year.   Please take a few minutes …

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Mar 25

Service? Support? Help?… these are good enough anymore.

A few years ago I was looking for the right word to describe the IT Help Desk. I attended a meeting to talk about it and so many words were thrown around, “support” and “help” or ”service” and many more.  While these are great words, they just didn’t seem right to me. I left the meeting not satisfied …

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Feb 25

The Supreme Commander of the Service Desk – Ike and Leadership

History often teaches us the most important lessons in life. As we discuss management and leadership in our community, I am often reminded of General Dwight Eisenhower and the scene that unfolded for him and his peers during World War Two. Appointed by President Roosevelt, ‘Ike’ was given command of all of the Allied forces in …

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Feb 21

New Year, New Membership, New HDIConnect

Two weeks ago, HDI launched its long-awaited new membership model, a huge change that’s been more than a year in the making. It all started in 2014, when we detected a slight, but steady decline in our membership numbers. From discussions with members and nonmembers, we knew our membership model was complicated, our benefit structure …

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Feb 11

Rate the Mid-Ohio Chapter of HDI

Each year we send out a survey to gain feedback from our members. The survey provides valuable feedback to the local chapter officers and lets the national organization know how we are doing. We know your time is valuable so the survey is very short, only three questions. Please take a moment between now and …

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Feb 05

Staff Satisfaction in Technical Support

In the HDI 2015 Support Center Practices & Salary Report, released in November, we published findings on employee satisfaction in the industry. Not all of the 803 respondent organizations measure employee satisfaction, but the news is mostly good in those organizations that do measure.   465 organizations reported having satisfied or very satisfied staff Only …

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Feb 02

Top 5 Reasons for a Decrease in Desktop Support Tickets

The HDI 2015 Desktop Support Practices & Salary Report shows that while 69% of desktop support organizations recorded an increase in the number of cases (tickets) last year, only 10% saw a decrease in the demand for their services. (So much for the prognostications that desktop support is irrelevant.) <div> <br /></div> <div> <strong>Why did …

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Jan 28

Tools for Tech Support

In our annual research for the HDI Support Center Practices & Salary Report, we ask about the tools and technologies support centers are using, and also how the technologies are being used. Since we ask consistent questions from year to year, we can see trends over time. One of the trends we currently see is …

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