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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens
Have you ever hired a service desk analyst who aced the interview, but when it came down to supporting your customers, they didn't have what it took?
If you were...
When the phone system went down at Rackspace, a few support analysts immediately sprang into action and tweeted their personal phone numbers. These support analysts spent the next ...
Q: Is information security training or education a good thing to have when applying for support or service management jobs?
A: The demand for technology professionals with info...
Ah, the tyranny of change! The dropping of a pebble into the proverbial pond! The only thing we know for sure is that change is inevitable, and that how we handle it is more import...
During one of our exercises at the HDI Desktop Support Forum meeting this past June, we discussed whether it was a good idea to hire contractors for projects. It quickly became app...
Q: What are the perks/benefits that promote retention and attract new talent?
A: Let’s start with the reality: Competition for IT talent is intense because technology is ...
The technical support staff is the voice, and often the face, of IT. Over the past couple of years, HDI has conducted several studies on staffing in the technical service a...
In the service and support industry, customer service excellence is of the utmost importance, yet organisations often struggle with how to create a service climate that can take cu...
Maryfran Johnson says the answer is to grow your own hybrid players, who have the rare combination of technical smarts, great communication skills and strategic thinking
With the ...
Are companies creating their own skills gap? While much of the skills deficit in the U.S. is fueled by a sheer lack of high skill labor for in-demand occupations, a recent CareerBu...
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