HDI accepting applications for the HDI Desktop Support Advisory Board
HDI is looking for experienced Desktop Support managers, directors, and consultants to join the HDI Desktop Support Advisory Board (DSAB) and provide guidance for our industry.
In 2010, 25 industry leaders formed the first HDI Desktop Support Advisory Board. Since that time, they have helped to guide HDI in the development of research, industry standards, and valuable content for conferences, webinars, whitepapers, and articles. On January 1st 2012 the DSAB will transition to a new set of industry leaders made up of some existing board members who will serve for one additional year and new members who will be asked to serve for two years. New members must complete the online application which will be reviewed by the selection committee. This review will conclude in December.
Desktop Support is a critical function within every IT support organization that provides deskside assistance for the hardware and software distributed throughout the enterprise. While the support center staff provides remote support via the phone, email, or other contact methods; it is the desktop support professional that provides hands on support and works face-to-face with customers. Desktop Support is the most frequent escalation path for the Support Center staff and works closely with them.
The primary mission of the HDI Desktop Support Advisory Board is to provide advice related to product development, industry trends, membership needs and their impact on the community; to assist the association and its programs in remaining responsive to the needs of business, industry, education and communities; to identify collaborative educational and research opportunities to assist the association; serve as a source of ideas and support for member development and to advocate the HDI value to the Desktop Support Community.
It is the expectation of HDI that the board will:
- Participate in monthly conference calls which are led by the DSAB chairperson.
- Serve 2 years as a board member.li>
- Maintain open communications between and among Board members, membership at large, and HDI staff>
- Identify and prioritize the needs of the community.
- Identify trends in the industry.
- Suggest research topics and services to improve the quality and manner in which HDI serves the membership
- Suggest ways in which HDI can influence the image and role of the desktop support organization.
- Recommend ways in which HDI can and should influence vendors related to needed support technologies and building products with supportability in mind
- Speak on behalf of HDI at industry related events, local chapters, and HDI’s annual conference.
- Remain open for input from the general membership.
If you have a passion for the Desktop Support industry and a desire to help lead this community, you are invited to apply for membership to the HDI Desktop Support Advisory Board. Applications will be accepted through October 31, 2011.
If you have any questions, please feel free to contact me at rjoslin@thinkHDI.com
Rick Joslin
HDI representative of the HDI Desktop Support Advisory Board
Meeting information for October
Our October meeting will be October 19
This month we will be featuring Robert Cumberland, Dwight Snethen and Paula Kayser (Bios) presenting a Case Study on the Selection & Implementation of ITSM Tool. We will be at Purdue University in West Lafayette. The meeting will be held in the Stewart Center, Room 311, Purdue University, 128 Memorial Mall, West Lafayette, IN 47907. Below are links to a Campus Map and Visitor Parking.
Campus Map: http://www.purdue.edu/campus_map/ The building is designated as STEW.
Stewart Center (STEW)
128 Memorial Mall
West Lafayette, IN 47907
Visitor Parking: http://www.purdue.edu/vic/navigating/parking.php Grant Street Parking is the closest. Parking on campus does require a permit, therefore, we need to point people to visitor parking. There is a fee for parking.
Grant Street Parking Garage (PGG)
120 N. Grant Street
West Lafayette, IN 47907
General Directions to campus/Visitor Parking – http://www.purdue.edu/vic/navigating/directions.php
We will begin at 1:00pm EST networking and our meeting will begin at 1:30pm. Bring a friend – we will be having a drawing for a free membership for our non-members.
Please RSVP to Jenny.gunkel@parkview.com by Friday, October 14 if you plan on attending the October meeting.
Updates/Upcoming Events
Nov 16 – Dan Lafever at Delta Faucet
Dec 21 – HDI Analyst of the Year
We need your help
Indiana HDI Chapter is requesting your help with coordinating the Analyst of the Year Program. We are looking for volunteers to be on this committee along with a leader for this very important event that takes place in December.
Please consider volunteering your time to help your chapter and make this a great event. Please email bryan.kercheval@roche.com if you can help.
HDI Analyst of the Year
We are introducing a new award for the Desktop Support Technician along with the Analyst of the Year, watch for more details coming soon.
Speakers Needed
If you know of someone who would be willing to speak at one of our monthly meetings or know a vendor that would like to come in and show us there latest and greatest product, please email kathi.trimble@bakerd.com
Newsletter Articles
If you have any news articles you would like to see published in our quarterly newsletter, please email LaMont Smith at lesmith@citizensenergygroup.com. Attached is our Jan-March Newsletter.
HDI LinkedIn Page
If you would like to join the Indiana HDI LinkedIn Page here is the link to join http://www.linkedin.com/e/gis/149472
What is linked in? – Share knowledge and tap into relationships. Connect the people in your professional network. Check out the HDI Groups including Indiana Help Desk Professionals.
Indiana Help Desk Professionals NEW Webpage
Check out our new webpage http://indianahdi.com
Customer Service Week
Customer Service Week is fast approaching and HDI is having a great one day webcast extravaganza! It is a great way to get your staff energized and motivated with some wonderful speakers, great ideas to build on, and promote teamwork! It’s also a great chance to share with your staff your belief in what they do and how they build a strong environment in your organization!
As the centerpiece for your celebration, HDI will kick off the week with a 3-part webinar series, filled with discussion starters, team-building activities, and enough fun to fill the entire week, already created for you and your team! Our one-day event, Monday, October 3, will be recorded and archived, so if you can’t participate in all of the Live Presentations, you will be able to share with your team each and every day something new and refreshing!
It’s free to everyone, you just need to register to get the login information! We hope that you will share this with your team, your peers, and your chapter members! It’s a great way to start a week of celebration for wonderful customer service. Here’s the link to register: http://www.thinkhdi.com/resources/webinars/oct-2011-customer-service-week.aspx
Our line-up includes: (all times are Eastern…so please plan accordingly)
| 12:00 – 12:15 p.m. | Orientation and Networking |
| 12:15 – 1:15 p.m. | Featured Presentation: Twenty-One Golden Nuggets with Nancy Friedman |
| 1:15 – 1:30 p.m. | Intermission: Networking and Resource Center Browsing |
| 1:30 – 2:30 p.m. | Featured Presentation: How Do You Do It? with Doug Whittle |
| 2:30 – 2:45 p.m. | Intermission: Networking and Resource Center Browsing |
| 2:45 – 3:45 p.m. | Featured Presentation: Nice Bike! with Mark Scharenbroich |
| 3:45 – 4:15 p.m. | Networking and Resource Center Browsing |
| 4:00 p.m. | Prize-winners announced |
Meeting information for September
Mark your calendars now for our meeting in September. We have lots of new and exciting things planned for this year.
Our September meeting will be September 21st.
This month we will be featuring Jason Westrick from Batesville Casket. (Jason BIO) He will be presenting Customer Feedback + LEAN Process Improvements = Increase Customer Satisfaction. (Presentation). We will be at Brooksource, 8365 Keystone Crossing, Suite 2C (Conference Room on 2nd Floor), Indianapolis, IN 46240. You can park on any side of the building and there will be an entrance to the building.
We will begin at 1:00pm EST networking and our meeting will begin at 1:30pm. Bring a friend – we will be having a drawing for a free membership for our non-members.
Please RSVP to Jenny.gunkel@parkview.com by Friday, September 16 if you plan on attending the May meeting.
Updates/Upcoming Events
Oct 19 – TBD at Purdue
Nov 16 – Dan Lafever at Delta Faucet
Dec 21 – HDI Analyst of the Year
We need your help
Indiana HDI Chapter is requesting your help with coordinating the Analyst of the Year Program. We are looking for volunteers to be on this committee along with a leader for this very important event that takes place in December.
Please consider volunteering your time to help your chapter and make this a great event. Please email bryan.kercheval@roche.com if you can help.
HDI Analyst of the Year
We are introducing a new award for the Desktop Support Technician along with the Analyst of the Year, watch for more details coming soon.
Speakers Needed
If you know of someone who would be willing to speak at one of our monthly meetings or know a vendor that would like to come in and show us there latest and greatest product, please email kathi.trimble@bakerd.com
Newsletter Articles
If you have any news articles you would like to see published in our quarterly newsletter, please email LaMont Smith at lesmith@citizensenergygroup.com. Attached is our Jan-March Newsletter.
HDI LinkedIn Page
If you would like to join the Indiana HDI LinkedIn Page here is the link to join http://www.linkedin.com/e/gis/149472
What is linked in? – Share knowledge and tap into relationships. Connect the people in your professional network. Check out the HDI Groups including Indiana Help Desk Professionals.
Indiana Help Desk Professionals Webpage
Check out our new webpage http://indianahdi.com
Elections
Congratulations to all the elected and reelected Board members. HDI of Indiana is fortunate to have such a talented and passionate group of industry leaders.
President Bryan Kercheval
V.P. of Communications Jenny Gunkel
V.P. of Programs Kathi Trimble
V.P. of Finance Dan LaFever
V.P. of Membership Connie Kaforke
V.P. of Sponsorships Open
Marketing Coordinator LaMont Smith
Webmaster & Librarian Mary Nixon
HDI Support Center Practices & Salary Survey
HDI is currently collecting data for the annual Practices & Salary Survey (now called the HDI Support Center Practices & Salary Survey). If you have already taken the survey, I want to thank you! If not, I would like to encourage you to submit your organization’s information by July 8th to be entered in the drawing for a 42” flat screen HDTV! Here is the survey link (www.ThinkHDI.com/2011PSS). We hope to collect enough data from your industry to be able to report the information separately in the 2011 report. This is a great added benchmarking opportunity.
Over the years we have found that organizations use the HDI Practices & Salary Report to help guide strategic development, justify staffing and budgeting, support future planning and of course, for benchmarking. Feel free to share your thoughts or successes in regards to this report with Sophie Klossner [sklossner@thinkhdi.com] ; she may use your testimonial in future publications. The more participation we have in this survey, the more valuable this becomes to our members and potential members.
If you have questions about the survey, please contact Jenny Rains at jrains@thinkhdi.com.
Meeting information for May
You won’t want to miss this meeting, as it will be our last meeting before our summer break and we will be announcing our new board.
Our May meeting will be Wednesday, May 18.
This month we will be featuring Charles Cyna from ThinkITSM Corp. Bio He will be presenting on Is the Service Desk the ‘Rodney Dangerfield’ of IT? Overview of Presentation We will be at Butler University, Atherton Union, Room 326, 704 West Hampton Drive, Indianapolis, IN 46208. Please park in the lots to the west of the building – Visitor Parking, metered parking (you must plug the meter if you park in a metered spot), or A or B permit parking. Our police department does not ticket in the summer so permits/hanging tags are not required.
We will begin at 1:00pm EST networking and our meeting will begin at 1:30pm. Bring a friend – we will be having a drawing for a free membership for our non-members.
Please RSVP to Jenny.gunkel@parkview.com by Friday, May 13 if you plan on attending the May meeting.
Thank you IMMA for hosting our meeting and to Doug Tedder for a great presentation on Is “B” the “C”.
Updates/Upcoming Events
Sept 21 – Woodie Perkins at Brooksource
Oct 19 – TBD at Purdue
Nov 16 – Dan Lafever at Delta Faucet
Dec 21 – HDI Analyst of the Year
Speakers Needed
If you know of someone who would be willing to speak at one of our monthly meetings or know a vendor that would like to come in and show us there latest and greatest product, please email kathi.trimble@bakerd.com
Newsletter Articles
If you have any news articles you would like to see published in our quarterly newsletter, please email LaMont Smith at lesmith@citizensenergygroup.com. Attached is our Jan-March Newsletter.
HDI LinkedIn Page
If you would like to join the Indiana HDI LinkedIn Page here is the link to join http://www.linkedin.com/e/gis/149472
What is linked in? – Share knowledge and tap into relationships. Connect the people in your professional network. Check out the HDI Groups including Indiana Help Desk Professionals.
Indiana Help Desk Professionals Webpage
Check out our new webpage http://indianahdi.com
HDI Research Corner
If you are not familiar with the HDI Research Corner, go to our Research page and check it out. Each month HDI collects data on current hot topics in the IT service and support industry. Quick surveys and brief reports allow HDI to provide timely, pertinent information for our members.
This is a great new HDI member benefit that is growing the HDI library and providing useful information for you!
SPECIAL Savings on Training for HDI Members
Tim Dewey, spoke at one of our HDI local chapter meetings on the benefits and challenges of a Remote Workforce and implementing a Remote Support Model. As a follow up, they would like to offer our local chapter members a special on the certification courses they have that can assist in your efforts to succeed in this new and evolving support model.
- Certified Remote Agent – Instructor-led Online (Certified Remote Agent Course overview)
- Certified Remote Management – Instructor-led Online (Certified Remote Management Course overview)
- Certified Remote Agent Online – Online (Certified Remote Agent online overview)
Please see the attached handouts with a detailed overview of each class. The special offer for our HDI local chapter members is Buy One Course, Get One Free!
If you are interested, Wanda can be reached at the contact information below or you can send an email to GetCertified@bvirtualinc.com.
Wanda Cherry | PMO Coordinator | B Virtual Inc. Phone: 678-608-0516 Email: wanda.cherry@bvirtualinc.com Website: www.bvirtualinc.comMeeting information for April
Our April meeting will be Wednesday, April 20. This month we will be featuring Doug Tedder Bio and he will be presenting Is “B” the “C” Outline for Presentation and Blog B the C . Our meeting will be at IMMA 18881 US 31 North, Westfield, IN. We will be in the back of building A. Parking
We will begin at 1:00pm EST networking and our meeting will begin at 1:30pm. Bring a friend – we will be having a drawing for a free membership for our non-members.
Please RSVP to Jenny.gunkel@parkview.com by Friday, April 15 if you plan on attending the April meeting.
Thank you Indiana University Health for hosting the meeting and to LaDonna for the great presentation on Customer Service.
Updates/Upcoming Events
May 18 – Charles Cyna at Butler University
Sept 21 – Woodie Perkins at Brooksource
Oct 19 – TBD at Purdue
Nov 16 – Dan Lafever at Delta Faucet
Dec 21 – HDI Analyst of the Year
Speakers Needed
If you know of someone who would be willing to speak at one of our monthly meetings or know a vendor that would like to come in and show us there latest and greatest product, please email kathi.trimble@bakerd.com
Newsletter Articles
If you have any news articles you would like to see published in our quarterly newsletter, please email LaMont Smith at lesmith@citizensenergygroup.com.
HDI LinkedIn Page
If you would like to join the Indiana HDI LinkedIn Page here is the link to join http://www.linkedin.com/e/gis/149472
What is linked in? – Share knowledge and tap into relationships. Connect the people in your professional network. Check out the HDI Groups including Indiana Help Desk Professionals.
Indiana Help Desk Professionals NEW Webpage
Check out our new webpage http://indianahdi.com
HDI Annual Conference – please email Jenny.gunkel@parkview.com if you are planning on attending.
March 29-April 1, 2011 in Las Vegas http://www.hdiconference.com/
