Looking for a great way to bolster your leadership skills?

AOY2015_Analyst

2015 HDI San Antonio Analyst of the Year nominees

AOY2015_Desktop

2015 HDI San Antonio Desktop Technician of the Year nominees

Every year the HDI San Antonio Local Chapter hosts a special awards ceremony honoring the best local Service Desk Analysts, Desktop Support Technicians, Support Managers and Support Teams.  The nomination process will start in a couple of weeks culminating with the local Awards Banquet on December 1st.  We are looking for a few volunteer judges to score the written nominations and the recorded telephone interviews.  In addition to being a very rewarding experience, judging the Service Desk Analyst and Desktop Support competition represents a rare opportunity to gain  insight into what skills and attributes peer leaders and support organizations value in their top performers.  Hearing San Antonio’s best analysts and technicians give their perspective on information technology support is amazing.

Judging the local competition is a 4 hour commitment that will take place in November and will consist of scoring the written nomination forms and the recorded interviews.  The forms and interviews are distributed via email so judges can carve out a convenient time to do the scoring.  This year we are looking at streamlining the process by only interviewing the top 5 nominees from each category.

Are you interested in serving your local IT support community as a judge for the HDI awards program?  Please contact Bernard Beaullieu for more details.

HDI San Antonio Roundtable Event

HDISA-151203-1201-7244Come join San Antonio’s top Information Technology Service & Support leaders in a roundtable discussion about KPIs & Metrics.  This roundtable is a follow up to June’s meeting, Service & Support as a business: KPIs that tell the big picture, presented by Jeff Rumburg, MetricNet, LLC.  How is your organization using KPIs & metrics?  Please click here for more information and registration.

We are all somewhere on the path to becoming a “World Class” IT Service & Support organization.  Mr. Rumburg  analyzed data from over 3,700 IT Service & Support Benchmarks, applied the 80/20 and came up with this short list of KPI’s that we should focus on to gauge and improve our performance.

  • Cost – Cost per ticket
  • Quality – Customer Satisfaction
  • Productivity – Agent Utilization
  • Call Handling – First Contact Resolution Rate
  • TCO – First Level Resolution Rate
  • Agent – Agent Job Satisfaction
  • Aggregate – Balanced Scorecard

Area leaders will share how they are using these KPIs to improve the quality and value of the service they provide.

Thank you to New Horizons Learning Centers for hosting and sponsoring this great event.  New Horizons will serve Rudy’s BBQ.  There is no charge to attend this event.

logo

HDI Awards – Just what is it that makes an analyst, tech or manager a top performer?

AOY_TimIn the next few weeks we will be kicking off the HDI Analyst of the Year Program which culminates with our local Awards Banquet to be held in December this year.  Every year the HDI San Antonio Local Chapter recognizes our top local area Service Desk Analysts, Desktop Support Technicians and Managers.  Local winners go on to compete nationally with the eventual winner being recognized at the HDI Conference.

I have been involved with the HDI Analyst of the Year program since 2010 and have have been an information technology leader for over 25 years.  During this time it has been my privilege to engage some really great people.  So just exactly what is it that sets these people apart?

  • Integrity – Integrity is the foundation of any successful individual or team.  Integrity builds trust.  Trust empowers people.  Empowered people propel teams to new heights and in new directions.
  • Mission – A strong desire to serve the mission, mission first, is the lens that focuses the individual or team on the desired outcome, goals and objectives.  Serving the mission aligns individual, team and organizational success and breeds a culture of “Doing the Right Thing”.
  • Ownership – Ownership is the engine that powers people, teams and organizations to achieve phenomenal success.  The level to which one owns the outcome is directly proportional to the degree of difficulty one is willing to overcome.

Now is the time to start thinking about who you are going to nominate from your team and why.  Who on your team is the go to person.  How that person, went above and beyond to overcome a difficult situation to achieve success.

Please feel free to share your thoughts on those qualities and attributes that make a top performer.

Bernard

HDI San Antonio Roundtable Event – What KPIs & Metrics are you using?

Come join San Antonio’s top Information Technology Service & Support leaders in a roundtable discussion about KPIs & Metrics.  This roundtable is a follow up to June’s meeting, Service & Support as a business: KPIs that tell the big picture, presented by Jeff Rumburg, MetricNet, LLC.  How is your organization using KPIs & metrics?

We are all somewhere on the path to becoming a “World Class” IT Service & Support organization.  Mr. Rumburg  analyzed data from over 3,700 IT Service & Support Benchmarks, applied the 80/20 and came up with this short list of KPI’s that we should focus on to gauge and improve our performance.

  • Cost – Cost per ticket
  • Quality – Customer Satisfaction
  • Productivity – Agent Utilization
  • Call Handling – First Contact Resolution Rate
  • TCO – First Level Resolution Rate
  • Agent – Agent Job Satisfaction
  • Aggregate – Balanced Scorecard

Area leaders will share how they are using these KPIs to improve the quality and value of the service they provide.

Thank you to New Horizons Learning Centers for hosting and sponsoring this great event.  New Horizons will serve Rudy’s BBQ.  There is no charge to attend this event.

logo

Agenda

  • 5:15 – 6:00 PM Check in & networking.
  • 6:00 – 7:30 PM Roundtable discussion.
  • 7:30 – 8:00 PM Wrap up & networking.

 

August Round Table Discussion – What KPIs & Metrics Are You Using?

For our August event, we are going to have a Round Table discussion that focuses on what KPI’s and metrics your organization is using to measure your success.  This is a follow up discussion to Jeff Rumburg’s presentation on Service & Support as  a Business, KPIs that tell the big picture.  We are all dedicated to improving service, increasing our value to the business and ultimately being a “World Class” service & support organization.

Using the 80/20 rule and backed by data from over 3,700 IT Service & Support Benchmarks, Jeff came up with this short list of KPI’s that we should focus on to gauge our performance:

  • Cost – Cost per ticket
  • Quality – Customer Satisfaction
  • Productivity – Agent Utilization
  • Call Handling – First Contact Resolution Rate
  • TCO – First Level Resolution Rate
  • Agent – Agent Job Satisfaction
  • Aggregate – Balanced Scorecard

This discussion will cover everything from which KPIs you use to how they are tracked and used to improve service.  We hope to get into training and other related topics.  You might want to take a look at Jeff Rumburg’s presentation at https://www.metricnet.com/hdisanantonio/

Please be on the lookout for more details on this event.  We have had a lot of requests for a round table on this topic…It should be a good one!

We wish all of you a safe, fun and happy Fourth of July holiday weekend!

Your HDI San Antonio Local Chapter

 

HDI Support Center Analyst – HDI San Antonio

Are you an IT professional who wants to ensure that front-line technical resources are aware of and using industry best practices when working with customers?  Would you like to have a better understanding of incident management?  Do you want to improve customer interactions to the point that they want to work with your support area?

 

The HDI San Antonio Chapter is proud to bring to our community an opportunity to learn, understand and gain the skills for certification in HDI Support Center Analyst [HDI-SCA]. This two day certified instructor-led course will be offered in San Antonio on 8/1 and 8/2.  The content will help front-line support agents better understand the critical aspect of their role.  The cost for HDI members is only $1395 ($1495 for non-members).

 

Please click here and sign up today and be sure to enter code “TBSA” if you would like to learn how your front-line IT support can move to the next level!  Feel free to call Doug Rabold at (210)-793-0069 if you have any questions about this course or have any other questions about HDI training and certification offerings.