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Reaching for Excellence: A Customer Service Week Special Event | October 7th, 2014

Time: 12:30 p.m. – 4:30 p.m. Eastern

Customer Service Week 2014 HDI proudly supports Customer Service Week by providing engaging, inspiring, and fun-filled activities that technical service and support organizations can use to boost morale, motivation, and teamwork. This week is a time to reward frontline performance, raise company-wide awareness of the importance of customer service, thank other departments for their support, and remind customers of your organization’s commitment to customer satisfaction.

In celebration of Customer Service Week, HDI is hosting a special event webcast series with Shep Hyken, Michael Pace, and Micah Solomon. Check out the details of this interactive event below. Plan to get up, get involved, and say yes to excellence!

Prizes, participation badges, and facilitated chat discussions with industry experts, solutions providers, and HDI members will round out the live experience. Earn points as you participate—more points means more chances to win a free HDI 2015 Conference & Expo registration! (Note: Make sure everyone on your team registers individually so they can each qualify for a chance to win prizes and participate in the chat discussions.) We’ve even assembled extra ideas and resources to help you round out your Customer Service Week activities, including special giveaways that will enhance the webcast experience for you and your team!

Join us for the live event on Tuesday, or enjoy the webcasts on-demand later on—there are plenty of ways to plan a schedule that meets your team’s needs!

Click here to Register for this Event!

Turn Enterprise Mobility Challenges into Business Advantages | September 18th, 2014 |

Location: ASCAP
Address: One Lincoln Plaza (between 63rd and 64th Street), New York, New York 10023
* Nearest Subway: Columbus Circle (A,B,C,D and 1 Trains)
Time: 8:30 AM – 10:00 AM

Join us on Thursday September 18th, 2014 for our monthly meeting, sponsored by FrontRange Solutions. In this session, we’ll discuss Enterprise Mobility Management – Why the BYOD revolution demands enterprise mobility innovation.

Do you have to support a growing number of remote and increasingly mobile employees?

Do you have to manage a variety of corporate and BYOD phones, tablets, laptops?

Do you have to deal with lost and stolen mobile devices and need to safeguard security?

Do you have to set up an enterprise mobility framework for your organization, but don’t know where to start?

Then this session is for YOU!

On average, 1 out of every 8 mobile devices will be lost or stolen. We’ve all been there: a corporate mobile device gets lost, now the IT service desk has to scramble to minimize the exposure of sensitive company data residing on the employee’s mobile phone and curtail the negative impact of lost productivity. With an increasingly mobile and remote workforce, a lost device is not the only challenge organizations are running into every day.

At this meeting we’ll explore:

  • Trends in Workforce Mobility Management – How important is an Enterprise Mobility Management strategy for your organization?
  • Supporting employees on multiple endpoints – How can you increase efficiencies in supporting, securing and controlling your users and endpoints?
  • Steps for maximizing security – How can you provide the mobile freedom and flexibility employees demand while ensuring security and control IT requires?
  • Empowering employees with self-service – How can you eliminate time consuming steps and get your users back online fast?

Engage our speaker in a special Q & A session.

June 12th, 2014 – Which Came First: the Process or the Tool?

Location: Robert Half Technology
Address: 245 Park Avenue New York, NY 10167
Time: 8:30 AM – 10:00 AM

Join us on Thursday June 12th, 2014 for our monthly meeting, sponsored by Cherwell Software. In this session, we’ll discuss the age old argument of tool vs. process. Find out which would need to be designed and implemented first or if they can be done simultaneously.

At this meeting we’ll explore:

  • Priorities of an ITSM initiative; which should be addressed first, process or the tool? Or both?

  • Successful adopters of both ITIL processes and ITSM solutions

  • Managing Change

  • KPI’s

Engage our speaker in a special Q & A session.


Information about our Speaker:

Cliff Jones has over 12 years in the IT Service Management domain. Cliff’s primary area of expertise is in business process reengineering, and ITSM strategic consulting having led over 50 ITSM implementations from a technical and process perspective. Cliff has spoken at numerous HDI and itSMF events with respect to industry best practices, process, and tool adoption. Cliff has an undergraduate degree from the University of Pittsburgh and a Master’s Degree from Carnegie Mellon University.

Information about our Sponsor:

Cherwell Software builds Cherwell Service Management® (CSM)—the award-winning IT Service Management software recognized by Gartner® and Forrester®. Founded by ITSM industry leaders, Cherwell Software is an ITSM software provider with corporate headquarters in Colorado Springs, CO, U.S.A; EMEA headquarters in Royal Wootton Bassett, U.K.; and a global partner network.


HDI 2014 – A Digital Experience | Free Online Conference – Tuesday May 13, 2014 (Live) and On-Deman

Join us at HDI 2014 – A Digital Experience, the most engaging virtual event in the world! Mark your calendars now to join a global audience for HDI’s third annual digital experience.

We’re highlighting Orlando’s greatest hits and wrapping them up in full day of learning, interactive discussions, networking, polls, and prizes. And we’re kicking it all off with a pre-event workshop, “Great Experiences for Customers on the Go.”

Provide your entire team with a full day of professional development and team building!

This event is completely free. There is no cost to register or attend.

Click here to Register

Unleashing the Enormous Power of Service Desk KPI’s! – April 16, 2014

MetricNet and HDI NYC Present: Unleashing the Enormous Power of Service Desk KPI’s!

On April 26, 2014 a 90 minute overview of best practices in Service Desk Performance Measurement was exclusively presented for HDI’s New York City Chapter!

In this HDI NYC 90 minute webcast, MetricNet shared the key success factors in performance measurement from the industry’s top performing Service Desks!

  • HEAR how the industry’s top performing Service Desks track and trend their performance!
  • LEARN how to use KPI’s diagnostically to achieve World-Class Performance!
  • APPLY Best Practices in Service Desk Performance Measurement and Management!

Title: MetricNet and HDI Present: Unleashing the Enormous Power of Service Desk KPI’s!
Date: Wednesday, April 16, 2014
Location: Online Webinar
Time: 12:30 PM – 2:00 PM EDT

Click here to watch the recorded webcast

2014 Planning Survey: Let Your Voice be Heard!

Meeting/Event planning is underway for the 2014 calendar year and we seek your input. Whether you’ve attended one of our meetings in the past, or are interested in attending a meeting for the first time, we’d love to hear from you.

Kindly spend a few minutes to complete this very brief survey and share your interests.

Survey results help us create programs that you are interested in attending, and that deliver value to both you and your organization.

We appreciate your support, as well as your input. Hope to see you at an upcoming meeting!


Board of Directors
HDI NYC Local Chapter


HDI NYC Chapter Holiday Party – Tuesday December 3, 2013

On December 3rd 2013, the New York HDI Chapter met for our annual Holiday Party and member appreciation event.


When: Tuesday December 3, 2013
Time: 6 PM – 9 PM
Location: Chelsea Brewing Company
Address: 59 Chelsea Piers Roadway
New York, NY 10011



Nov 7th 2013 – 5 Critical Interviewing Skills for Managers

Location: Elizabeth Arden, Inc.
Address: 200 Park Ave South (corner of 17th Street), 7th floor, New York, NY 10003
Time: 5:30pm – 7:30pm

Hiring is one of the most important decisions any manager can make. In order to be successful, managers must be able assess top talent: those who will positively impact their team’s productivity and achieve excellent results.

But how do you separate the talkers from the doers?

At our upcoming meeting, Talent Acquisition specialist, Matthew Alfieri will discuss 5 critical interviewing skills for managers.

At this meeting we’ll explore:

  1. Partnering with HR and Talent Acquisition teams

  2. Reading between the lines – resume assessment techniques

  3. Interviewing strategies

  4. Keys to identifying top talent

  5. Off limits – questions that should NOT be asked

Engage our speaker in a special Q & A session about Interviewing scenarios.


Matthew Alfieri

Information about our Speaker:

Matthew Alfieri, PHR is the Human Resources Manager for Elizabeth Arden, Inc, a global beauty organization. His experience includes 9 years in various Human Resources roles, with a focus on talent assessment, acquisition, and retention strategies. As an entrepreneur he has owned multiple businesses, including catering and landscaping.


Show some Recognition: Announcing the HDI “Analyst of the Year”, “Desktop Support Technician of the Year” and “Manager of the Year” Awards Program for 2014!

Is there a support analyst or desktop support technician on your team who demonstrates superior commitment, dedication, and service to your customers?  Or perhaps an inspirational leader who drives action, gets results, improves performance, and leads by example?  Here’s your chance to earn them some recognition for their efforts at NO COST!  This awards program is free and a benefit of your HDI Membership.

The Analyst of the Year (AOY) / Desktop Support Technician of the Year/ Manager of the Year competition is easy and requires little time and effort from you for nominating an employee or colleague.  Simply complete the questionnaire, to provide information about the Analyst, Desktop Support Technician, or Manager that you think should be recognized for their efforts.

The submission for Analyst of the Year (AOY) / Desktop Support Technician of the Year will be reviewed by a small panel of local judges, and the analysts will be entered to win for the local chapter.  The Manager of the Year submissions will be reviewed by Corporate HDI leadership.

There are several levels of awards and prizes, and participation is FREE for all HDI NYC member companies! Please take few minutes to make a difference to someone on your team who you believe truly stands out against the rest.

To learn more about these awards and submit a nomination, click here and complete the corresponding online form. 

Please be sure to select “New York City Chapter” as your chapter.


  •  To be eligible, nominees for the Analyst of the Year (AOY) / Desktop Support Technician of the Year awards must be submitted no later than November 30, 2013.


  •  To be eligible, nominees for the Manager of the Year award for must be submitted no later than October 31, 2013.

Post Conference Networking Mixer

On May 23rd 2013, the New York HDI Chapter met for a networking event.

HDI Conf 2013

Event Summary

The HDI 2013 Conference that just ended presents a great opportunity for NYC HDI to share the current news, conference information and initiatives that came out of that event.

The HDI NYC board members will present several post conference items of interest including news regarding our upcoming events for HDI NYC and other opportunities for participation.

Topics being covered

  • New HDI membership program with expanded benefits
  • Conference highlights including HDI Awards
  • HDI 2013 Digital Experience
  • Collaborative chapter events in the North East
  • Schedule of HDI NYC programs this year

We will also be giving away 1 free Silver membership worth $165.00 at this event.

This will be followed by a network mixer at the event location Chelsea Brewery.

Chelsea Brewery


Members: Free

Non Members: $10.00 at the door

Time: 5:30pm – 7:30pm

Location: Chelsea Brewery

Address: 59 Chelsea Piers Roadway, New York, NY 10011



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