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

Eddie Vidal has over twenty five years of experience in information technology, focusing on service delivery and support for IT infrastructures and operations. Eddie is a leader, team builder, communicator, solutions driven, strategic thinker and IT service management professional. In his current role as an independent consultant, he is leading the operational support for The Scripps Research Institute EPIC and Service Now implementation and building a proactive mature support organization. Eddie has earned certifications for ITIL Foundations v2 & v3, ITIL v3 Intermediate Capability: Operational Support and Analysis OSA and HDI Support Center Manager. Eddie is founding member and President Emeritus of the South Florida HDI local chapter, and is a member of the HDI Strategic Advisory Board (SAB). He was a past member of the HDI Member Advisory Board (MAB), original member of the HDI Desktop Support Advisory Board (DSAB) and former Regional Director of HDI Southeast Region. Members, click here to learn more about Eddie Vidal