HDI Awards

Each year, HDI awards the highest honors in the IT service and technical support profession. These awards recognize the individuals that have most enhanced the image of the support industry by achieving and maintaining the highest standards of excellence in service and support. For more information and to submit a nomination visit our HDI Award Nominations page.

This award is intended for the support industry’s top front-line, first-level support analysts who possess the knowledge and skills required to provide quality service and support for internal or external customers. The ideal candidate will be well-rounded in technical aptitude, team orientation, leadership, customer service, people skills, and positive attitude. They should recognize and demonstrate the importance of the sharing of knowledge with their co-workers to develop problem solving techniques that can be utilized by all team members. All nominees will demonstrate knowledge and understanding of industry standards, commitment to excellence in customer service, while consistently exceeding performance objectives.
This award is intended for the support professional who responds to incidents escalated by the service desk that are related to customer equipment; additional skills, knowledge, tools, or authority are required. They may resolve the incidents remotely, desk side, or via equipment returns. They must provide technical support via one or more of the following contact methods: Phone, web-requests, email, chat and provide assisted service either remotely or at the client’s device. This includes desk side support, walk-up support, and mail-in equipment. They are the “face of support” as they generally provide face-to-face dealings with clients and customers. The ideal technician will be well rounded in technical aptitude, team orientation, leadership, customer service, people skills, and positive attitude. They should recognize and demonstrate the importance of the sharing of knowledge with their co-workers to develop problem solving techniques that can be utilized by all team members.