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Welcome to HDIConnect!

HDIConnect is the interactive website for HDI members, and when you become a member of the community you gain access to peer learning, collaboration, knowledge sharing, and resources and research you can’t find anywhere else to promote and develop you and your service management strategies and support organization. HDI community membership gives you direct access to HDIConnect.

Your Peers Are Talking About

  • From : Communities>>Ask Your Network
    We do RCAs on identified quality issues - either something the agent didn't know or didn't do, or a negative customer response - survey or direct email.  So, our categories and subcategories are somewhat...
  • From : Communities>>Ask Your Network
    Hi Elisabeth, I see you're getting answers to two different things - Root Cause Analysis (what I like to call 'post-op') which most look like they define as 'major incident cause analysis'. The other...
  • From : Communities>>Ask Your Network
    We are also a software company and experience similar situations fairly regularly. In our process, "bugs" or other development issues are not Support issues, so we don't expect our techs to be able to...

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Member Spotlight

Josh Smits
Josh Smits is an active member and provides outstanding influence and contributions to the HDI community. As thanks, we are featuring him in the HDI Member Spotlight. In the past 20 years in the support industry, Josh has held other positions: Desktop Tech, UNIX Administrator, Network Administrator, but he has always ended up back at the Help Desk. He's been able to take his support back ground and apply that to the desk enabling his organizations to support more, increasing FCR while enabling the other tiers to work on other things. 

Would you like to be featured in the spotlight? Join the HDI community to begin participating in HDIConnect to get recognized!