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Welcome to HDIConnect!

Looking for a valuable piece of content or discussion thread on the latest happenings in tech support? Well, you’ve come to the right place—HDIConnect is your one-stop destination for peer learning, collaboration, and knowledge sharing.

It’s an exclusive website for HDI members, and when you join, it’s all yours! But access to HDIConnect isn’t all you get with HDI membership. Benefits also include:

  • Regular local chapter meetups
  • Semiannual industry practices and salary reports
  • Support center standards
  • Industry awards
  • Tools and templates
  • Research briefs
  • Discounts on events, conferences, and services

Your Peers Are Talking About:

  • Alternate names for the help desk
  • Success metrics for chat support
  • Outages and major incident notices
  • End user-to-tech ratios and turnover
  • Password resets
  • Employee satisfaction
  • Asset management
  • Mac support in a Windows environment
  • FTEs vs. contractors
  • Employee of the Month programs
  • First call resolution vs. average speed of answer
  • Implementing self-service and KCS
  • And much more!

Member Spotlight

Rae Ann Bruno
 
Rae Ann Bruno
, president of Business Solutions Training Inc., consults and trains in various areas of ITIL, KCS, communications, internal marketing, metrics, and process improvement. Rae Ann holds several ITIL certifications, is a faculty trainer for HDI, and author of the HDI focus books Translating IT Metrics into Business Benefits and What Have You Done for Me Lately? Creating an Internal Marketing Culture. She’s also a member of the HDI International Certification Standards Committee. Members, click here to learn more about Rae Ann Bruno