Archive for the ‘IT People Skills’ Category

New HDI Support Center Skills Development Courses Upcoming!

February 22, 2016

Have you ever considered what the cost to your organization and customer is by not investing in training for your team? In a recent MetricNet survey, 84% of respondents said their opinion of the entire IT department comes from their interaction with the service desk. So as an organization, can your technical support team really afford to not be certified?

According to our most recent Support Center Practices & Salary Report, HDI ranks among the top 5 certifications required for frontline staff. An overwhelming 72% focus on customer service training for their frontline professionals, while 26% cited customer service skills as their primary training focus area.

The skills and knowledge gained through HDI certification and training can improve customer service and service management process resulting in high customer satisfaction. Invest in your team and your customer’s experience by taking advantage of the upcoming classes to your area. Most of our courses are also offered virtually and sell out quickly.

ITIL® Foundation
Denver, CO         March 8-10
HDI Certified Instructor
Colorado Springs, CO      March-8-10
HDI Problem Management Professional
Los Angeles        March 17-18
HDI Desktop Support Technician
Irvine, CA            April 7-8
HDI Support Center Analyst
Vancouver, BC   April 14-15
HDI Desktop Support Technician
Denver, CO         April 21-22
HDI Support Center Director
Denver, CO        May 9-11

Visit the HDI Course Calendar for a complete list of classes offered throughout North America and please let me know if I can help you identify the right courses for you and your team.

New HDI Courses scheduled for Q3-Q4!

May 1, 2015

Here are the HDI skills-based courses I am planning to teach in Q3 and Q4.  If your analysts, team leads and manager are not HDI certified, you should be!  To learn more and to register, go to

8/10/2015 8/11/2015 DST Los Angeles, CA
8/17/2015 8/19/2015 SCM Seattle, WA
8/20/2015 8/21/2015 SCA Seattle, WA
9/3/2015 9/4/2015 SCTL Los Angeles, CA
9/28/2015 9/29/2015 SCA Los Angeles, CA
11/12/2015 11/13/2015 SCTL Seattle, WA








Top Ten IT Skills for 2014

February 21, 2014

According to recent research paper published by Global Knowledge, a top IT training service provider, the top IT skills for 2014 are:

  1. Programming and Application Development
  2. Help Desk and Technical Support
  3. Networking skills
  4. Mobil Applications and Device Mgt
  5. Project Management
  6. Database Administration
  7. Security
  8. Business Intelligence & Analytics
  9. Cloud Computing skills
  10. Interpersonal Skills

Its interesting that Help Desk and Technical Support is ranked #2, as both ITSM/ITIL, and HDI, promote the value of a high performing help/service desk to the organization

Also note that cloud computing skills ranks as #9, and interpersonal skills as #10.

To read the full article, go to

Real-World Lessons .. Listen Up IT People!

November 21, 2013

Working in IT is great. There is good pay, it’s dynamic with all the new technologies always just around the corner, and you get to play with the coolest gadgets before anyone else in your company. But as with all jobs, things aren’t always rainbows and butterflies, or in our case humming servers and fail-proof firewalls.

In this GK article the author discusses some possibly unexpected things you should expect and some real-world lessons he has learned that will help you make the most out of being the resident “IT pro” in your organization, whether you’re a network administrator, IT manager, desktop support professional, or software developer or programmer.

Read all the details at GK’s web site: