Help Desk Institute's role in technical support professional development

Help Desk Institute (HDI)

The relevance of optimizing the operations of technical service personnel cannot be overstated. For the last 25 years, Help Desk Institute (HDI) has been actively involved in the further enhancement of best practices in the technical service and support industry. As it points out on its website, the institute has, since its establishment, "remained the source for professional development by offering resources that enhance the soft skills needed to provide exceptional service management and customer service" (HDI, 2014). The institute was established in 1989. As it further points out, its mandate is to not only 'support the supporters,' but also 'help the helpers' and 'serve those who serve'. This the institute does by extending certification (on an annual basis) to those who qualify for its HDI certifications, churning out industry-acclaimed publications and research, hosting various professional events and conferences, and facilitating networking and collaboration (HDI, 2014). The institute's mission, as it points out on its website, is to "elevate the customer experience through the development of the technical support industry" (HDI, 2014).

It is important to note that as HDI observes, its mandate is to provide both the foundation and opportunity for the technical service and support manpower to build their careers, and by extension, further enhance the success of their respective companies. In that regard, HDI greatly benefits business organizations as it seeks to increase the overall productivity of their most important resource, employees. The institute, therefore, sees itself as the ultimate fountain of industry standards, leadership, as well as information.

Certification and Training

For the last 25 years, HDI "has provided technical support professionals with the soft skills and service management training needed to provide excellent service" (HDI, 2014). There are a wide range of courses offered under the HDI umbrella. These include, but they are not limited to; HDI customer service representative, HDI support center analyst, HDI support center director, HDI support center manager, HDI desktop support technician, etc. (HDI, 2014). Other courses offered by the institute have got to do with cloud essentials, cloud awareness, as well as service level management and incident management (HDI, 2014).

HDI certifications, as the institute points out, "demonstrate that individuals understand the customer service skills and support center processes required to provide quality technical support." In that regard, therefore, the institute's certifications are tailored to mirror the knowledge level necessary for specific roles. Staff certification, with regard to the technical support centers, is meant to not only demonstrate devotion and dedication to service excellence, but also create a basis for continued improvement with regard to service delivery. On the other hand, for individuals, HDI certification is critical as it comes in handy in seeking to verify that a person has both the skills and knowledge necessary for the position they hold. It also helps ensure that individuals are well versed on not only support center processes, but also related best practices. HDI certification for individuals, as HDI further observes, also "provides a competitive edge for career advancement" (HDI, 2014).

It is important to note that HDI certification standards are constructed and initiated by a panel of international practitioners and industry experts (HDI, 2014). The same, therefore, come in handy in seeking to define the industry's best standards -- thereby serving as a handy guide to professionals in technical support in their pursuit of excellence. As a matter of fact, the value as well as relevance of the HDI certification, as HDI notes, is acknowledged by government agencies, institutions of higher-learning, and Fortune 100 companies.

Members and customers of HDI enjoy access to: an extensive network to professionals in the technical service and support industry; a detailed and resourceful online library that comprises of tools and articles to aid research, a free e-newsletter that has important "industry insider" information; a strong online community base referred to as HDIConnect, etc. (HDI, 2014).

A Success Story

In seeking to further evaluate how tech support benefits from HDI, it would be prudent to highlight an example of how HDI training and certification has benefited an organization or business entity in real life. Norton Healthcare is one of the many organizations that emphasize "HDI training and certification as a core element of their mission to provide superior customer service" (HDI, 2014). Operating a number of major health installations and employing more than 10,000 employees, Norton Healthcare identifies its key goal as the provision of quality healthcare as it seeks to be the preferred healthcare facility in Louisville, KY area. Towards this end, the hospital makes HDI Customer Service Representative Certification a primary prerequisite for all those seeking to be engaged as its agents. Thanks to this move, the hospital "has found that HDI training and certification is a key element that prepares their agents to deliver a service that leaves their customers smiling" (HDI, 2014).

Conclusion

In the final analysis, it is rather clear that those working in technical service and support are likely to benefit from HDI's programs and membership. This is particularly the case when it comes to the development of the skills necessary to optimize their capabilities in the realm of customer service and support. As a matter of fact, HDI is one of the very first professional entities founded to cater for the professional needs of those in the technical support industry. Today, it remains a leading resource for all those working in the industry. On this front, it makes use of "the industry's best instructors and delivers the highest quality training, membership resources, and events" (HDI, 2014).