HDI Knowledge Centered Support & Problem Management Certification Classes Coming to San Antonio this Fall

We are pleased to announce that we are bringing both the HDI Knowledge Centered Support (KCS) and Problem Management Certification classes to San Antonio this fall.  We are working on finalizing the logistics for these great classes. Are you interested in attending?  Please contact Shea Knauff for more details and registration.  Shea can be reached at 904-819-6647.

We will be announcing the dates and location for the classes in the next few weeks. We’re planning on holding the KCS class in October and Problem Management Certification class in November.

HDI-KCS-Principles, HDI-PMP

HDI Releases New Versions of Certification Standards for Technical Support Professionals

COLORADO SPRINGS, Colo., July 28, 2015 /PRNewswire/ — HDI, a UBM Tech company and the first professional association created for the technical support industry, today announced the release of their updated certification standards. The competencies for HDI certifications are identified and approved by the HDI International Certification Standards Committee (ICSC)—a group of industry experts and experienced practitioners from a number of organizations. The committee’s intent is to recognize the breadth of knowledge required, document the needed skills, and provide leadership to the technical support industry on the meaning of certification in customer service and technical support organizations. To view and download each of the new certification standards, visit: thinkhdi.com/certification/standards.aspx.



Join Fellow Local IT Support Leaders on August 19 & Talk About the Latest in KCS!

Rick JoslinCome join us for lunch and get a chance to “Connect” with Rick Joslin, HDI KCS guru, and your fellow local San Antonio IT Support leaders.  Please visit: http://hdisanantonio.org/event/knowledge-centered-support/ for more info and registration for this informative event. Thanks to our sponsor New Horizons Learning Centers for helping us bring you this great event!


New Horizons

What is HDI?

Here is a brief video overview of HDI Global.  Please feel free to share this video with fellow Information Technology Support professionals you feel might be interested in learning more about HDI.

Update from June 18 Event, Whataburger, 2015 HDI Team Excellence Award Winner!

Team Excellence AwardHSylvia Longave you ever wondered what it would take to bring home the HDI Team Excellence Award? Last Thursday, HDI San Antonio members and guests had the opportunity to hear Sylvia Long, Whataburger Contact Center Manager, talk about their exciting 2-year journey to earn the 2015 HDI Team Excellence Award. The HDI Team Excellence Award honors world-class support organizations that deliver unparalleled customer service and support. The HDI Team Excellence Award winner is chosen based on Organization Description, People, Process, Technology, Challenges, and a Team Video.

Sylvia was transparent as she discussed the challenges and hurdles the Whataburger Contact Center had to face along the way. She brought a level of excitement about her team and customer service that was inspiring and contagious.

Do you think you have what it takes to enter and win the HDI Team Excellence Award? Here are some of the key takeaways from Sylvia’s presentation about Whataburger’s experience:

  • Start taking notes now about your team and any improvements you’re making.
  • Create a mission statement for your Service Desk.
  • Read the entire application and all the criteria before you get started.
  • Be sure to convey how your team ROCKS!
  • Answer all the questions, and provide good examples for each question.

During Sylvia’s presentation about her Team Excellence entry, attendees had the opportunity to ask questions and benefit from her experience. Personally, I left the event energized and renewed.

2015 HDI Team Excellence Award Winners

2015 HDI Team Excellence Award Recipients – the Whataburger Contact Center!

HDI San Antonio would like to thank Sylvia Long and Whataburger University for an informative afternoon. We’d also like to thank all the attendees for taking a couple of hours out of their day to join us!

2015 Summer Update

4th of JulyWe hope you are having a great summer and have some fun lined up to recharge the batteries.  Your HDI San Antonio Local Chapter will bNew Horizonse taking the month of July off.  Our next event will be Wednesday, August 19, featuring Rick Joslin, HDI’s Executive Director of Training & Certifications, presenting Knowledge Centered Support (KCS). Rick will bring us up to date on the latest “Best Practices” for KCS.  A big thank you goes out to New Horizons Learning Centers for hosting and sponsoring this event.

Event Info & Registration

Our September event will be a presentation and group discussion on Key Performance Indicators (KPIs) and Metrics. It has been quite a while since we touched on this important topic. Please plan on connecting with your fellow area IT Support leaders and getting a first-hand look at what they are measuring/driving in their organizations.

Our Annual Awards Luncheon will be in November again this year.  Please plan on recognizing your top Analyst, Desktop Support Technician, and Support Manager. Last year our local winners did very well competing at the national level.

As always, we thank you for your tremendous support and look forward to serving the San Antonio area Information Technology Support community.