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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


Cay Robertson Cay Robertson started with TECO in 1986 and joined TECO’s IT team in 1998 and was the manager of TECO’s award winning Service Desk and it’s amazing Access Administration team for the past 20 years. We now celebrate and congratulate Cay on her recent and well-deserved retirement. She was introduced to HDI in 2007 and has passionately participated ever since as a member, Local Chapter Officer, National Officer, and National Consultant. Cay’s Service Desk team won the HDI Team Excellence award in 2009 and again in 2016. Her team was also one of the top three finalists for the HDI Knowledge-Center Service (KCS) award in 2015. The TECO KCS award has been published as a case study on the HDI website. She has held several HDI officer positions at her local HDI Skyway chapter and is currently the Chapter Advisor for the chapter. Click here to read more about Cay Robertson