by | April 24, 2013

Gina announced to speak at the HDI digital conference!

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Our own Gina Montague will be speaking at the 2013 HDI Digital Experience!

http://www.thinkhdi.com/topics/library/webinars/2013/may-21-digital-experience.aspx

 

Support Tips: Delivered Fast, Fun, and Furiously – On Demand

Gina Montague| Manager, Support Services, Infinite Campus

Do you skim through articles looking for key points and high-level information to confirm that you’re on the right path? Are you looking to see if there is a better idea out there? If you answered yes to either of those questions, then this fast-paced session is for you! In this session, Gina Montague will deliver 50 support tips that every support manager should have in their bag of tricks, covering incentives, metrics, processes, interviewing, training, performance reviews, marketing, surveys, call monitoring, technology tools, and more. Attendees will walk away with great ideas and best practices—this is one session you won’t want to miss!

About the Presenter

Gina Montague is the support services manager for Infinite Campus, a student information system (SIS) for K–12 education. Gina has been in the support industry for more than fifteen years and she is passionate about delivering positive customer experiences. She has been a support manager since 2001, which is also when she became an HDI member. Gina is currently the president of the Minnesota local chapter, where she has served in various officer positions since 2005.

 

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by | February 22, 2013

The Power of Quality

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HDI is proud to announce Malcolm Fry and “The Power of Quality” tour!

Members are FREE and Non-Members are $85.  Their registration is only $65 if they register at least 6 weeks in advance

To truly deliver quality service, organizations need quality people with the right skills, quality processes based on best practices that align with their business needs, quality technology to enable those processes, quality assurance programs to inspect the processes and results, and quality metrics to measure success. Attend this in-depth, interactive training session to discuss these topics and more. A complete course description, outline, and registration information are available online at www.ThinkHDI.com/PowerTour.

Click here for the PDF announcement.

Click here for full information and registration.

Here’s the event on our website!

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by | February 21, 2013

Rick Joslin’s slide-ware from the February 2013 meeting

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Hello Minnesota HDI Members!  Here are the slides from yesterday’s meeting, enjoy!

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by | February 19, 2013

Free event! Contact Center Management

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Hi Minnesota HDI,

We thought you might like to be aware of this free contact center management event coming in March, check it out (PDF)!

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Filed under Events

by | December 17, 2012

2013 Help Desk Analyst and Desktop Technicians!

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During the November Membership Appreciation Event, the following nominees were named HDI Analyst of the Year and HDI Desktop Techncian of the Year.

Congratulations to:

Aaron Carlson, Infinite Campus

HDI Minnesota Chapter’s

2013 Help Desk Analyst of the Year  

and

Dan Swartz, Mayo Clinic

HDI Minnesota Chapter’s

2013 Desktop Technician of the Year

This year there were fourteen nominees; eleven for HDI Analyst and three for Desktop Technician.  Congratulations to all Nominees.

HDI Analyst of the Year

Aaron Carlson – Infinite Campus

Susan Eder – Carlson Companies

Rachael Gassman – Infinite Campus

Amy Glassmaker – Mayo Clinic

Cathy Gustner – Delta

Adam Lachowitzer – RCIS

Tim Moore – Faegre Baker Daniels, LLP

Karl Sanborn – Wolters Kluwer

Shawn Schwartzrock – Medtronic

Marshall Wendt – Medtronic

Ryan Westall – Carlson Companies

Desktop Technician of the Year

Angela Larson – Infinite Campus

Dan Swartz – Mayo Clinic

Brittany Speich – Infinite Campus

 

If you know who won 2008 and 2009, you can win a fabulous prize by emailing me and correctly identifying the individuals!

Analyst:

2005 – Joyce Angerhorfer, Health Partners

2006 – Bil Brandon, Dorsey

2007 – Julie Ziemetz, Mayo Clinic

2008 -

2009 -

2010 – Brian Carlson, Dorsey

2011 – Matt Murray, Target

2012 – Theo Kozel, Faegre

2013 – Aaron Carlson, Infinite Campus

 

Desktop:

2013 – Dan Swartz, Mayo Clinic

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Filed under Announcements, Webmaster

by | November 5, 2012

2012 Member appreciation event!

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Click here to register!

HDI Minnesota is excited to announce our 2012 Member Appreciation & Awards Ceremony!  This will be help Wednesday, November 28 starting at 2:00pm, at the Bloomington Hilton (click the register link for the address).

This is going to be an action packed afternoon filled with a fantastic speaker, industry awards and networking!

  • International Speaker, Kirk Weisler, will be presenting Dragons, Butterflies and Peanut Butter!
  • 2012 HDI Analyst of the Year and Desktop Support Technician nominees introduced and winners announced.
  • Sponsored Happy Hour
  • Fabulous prize giveaways!

This event is FREE for members to attend!  There is limited space available, so be sure to RSVP soon!

Agenda

2:00 – Registration

2:30 – A Message from the President

2:45 – Kirk Weisler: Dragons, Butterflies & Peanut Butter

3:45 – Intermission

4:00 – Analyst of the Year and Desktop Support Technician of the Year Awards

4:45-6:30 – Happy Hour with Hors d’Oeuvres

6:00 – Prize Giveaway

 

Click here to register!

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by | November 2, 2012

HDI Support Center Analyst training!

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Space is available for an upcoming HDI Support Center Analyst training event.  This course is open to both HDI members and non-members.  HDI certification and training is built upon globally-recognized industry standards developed by an international committee of industry experts and practitioners.  Learn from the best instructors in the industry; participate in exercises and discussion, and network with your peers from other local companies.  HDI Support Center Analyst training focuses on strategies for effective customer service, emphasizing problem-solving and troubleshooting skills, call-handling procedures, incident management, communication skills, and an introduction to ITIL® processes.

Click here for the full event information and registration links!

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by | October 31, 2012

Analyst of the year extension

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Submit your Nominations Today!!Deadline:  Friday, November 2, 2012

 

There is still time to submit your nominations for the the HDI Analyst and Desktop Support Technician of the Year awards.  Recognize your team members that have enhanced the image of the support industry by achieving and maintaining the highest level of standards of excellent service and support.

The deadline for nominations is extended to Friday, November 2, 2012.  Submit your nominations today.

You may download the nomination questions prior to submitting the online application at www.thinkhdi.comm or by visiting our local chapter site at www.HDIMinnesota.com.

 

-HDI Minnesota Chapter Board

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by | August 31, 2012

Analyst and Technician of the Year!

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Just a reminder that nominations for Helpdesk Analyst and Desktop Technician of the Year will open on October 1st 2012  and close on October 31st 2012.

This is an excellent way to recognize those employees who provide superior service and support to end users.

You may download the nomination questions prior to submitting the online application at www.thinkhdi.com or by visiting our local chapter site www.HDIMinnesota.com

Save the Date!  We are planning a wonderful event this year on Wednesday, November 28, 2012 to celebrate the nominees and show our appreciation to our members. The celebration  will feature National speaker Kirk Weisler,  recognized internationally for his demystifying approach to building Effective Teams and Creating Great Culture.

If you are interested in  being part of the judging process this year please email Amy Guhl at vendors@hdimn.com.

 Helpdesk Nominee Basic Requirements:

  • At least one person from the company/site where this analyst works must be a member of HDI
  • The nominee must currently be working as a tier 1 support analyst with at least 75% of their daily tasks related directly to direct customer tier 1 support and must have a minimum of 9 months experience for the past 12 months
  • This award is not for supervisors as it is focused on the person delivering the services
  • Any previous year Global winner in this competition is not eligible for subsequent nomination

Desktop  Nominee Basic Requirements:

  • At least one person from the company/site where this technician works must be a member of HDI
  • The nominee must currently be working as a desktop support technician and must have a minimum of 6 months experience in their present job
  • The nominee must provide actual desk side support. This award is not for supervisors or team leads, as it is focused on the person delivering the services.

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by | June 21, 2012

Presentation from yesterday’s monthly meeting.

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Here is the presentation from yesterday’s monthly meeting on Service Catalogs:

June Monthly Meeting – Service Catalog: Don’t be afraid, you aren’t naked… we are just being transparent

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