The document summarizes the HDI Analyst of the Year award program which recognizes outstanding customer support analysts. It provides details on: - The program is a three-level award starting at the local chapter level, then advancing to regional and global levels. - Nominees must work in a direct customer support role for at least 75% of their time and 9 of the past 12 months. Nominations include criteria responses to demonstrate customer service, work quality, skills, and more. - Local winners are selected by judges scoring nominations. Finalists are interviewed and a winner chosen. Regional winners advance to global judging and awarding at the annual HDI conference.

1. HDI Analyst of the Year
2007 Program Overview

2. HDI Analyst of the Year
This award will recognize a local analyst that exemplifies the
best qualities among support practitioners.
The winner will have demonstrated extraordinary
commitment, dedication, and service to customers while
consistently exceeding performance objectives.

3. The Program
Locally
Selected and Awarded at our Local Chapter Level
Local Awards and Prizes
Regionally
Winners of the Local Chapters will Compete at the Regional Level
Regional Award is Conference Attendance
Globally
Each Regional Winners will Compete at the Global Level
Global Award Provided by HDI

4. Nomination Requirements
Nominations are open to everyone. To qualify for nomination, at least one
person from the company/site must be a member of HDI.
The nominee must have at least 75% of their daily tasks related to direct
customer Tier 1 support and the nominee needs to have been in a Tier 1
position for at least 9 months of the previous 12 months.
A maximum of two nominees per company/site. If multiple nominations
are received, the company/site management will approve only two
nominees.
Demonstration of a commitment to excellence will be demonstrated by
the Nomination Criteria as listed on the Nomination Form

5. Size doesn’t matter!
Part 1 of the form is gathered to
understand who we serve and is not
scored!

6. Nomination Form – Part 1
Analyst’s Personal Profile Nominee’s Company Profile
Name: Company Name:
Title: Description of Business:
Nominee’s phone number: Headquarters Location:
Nominee’s email address: Company Web Site:
Nominee’s mailing address: Nominee’s Manager’s name:
Description of Current Position: Nominee’s Manager’s phone number:
How Long in Current Position: Nominee’s Manager’s email address:
Overall Service Desk Profile:
What do you call your service desk?
How many total end users are supported?
What are the hours of operation for your desk?
What are the number of full time support staff?
What are the number of part time support staff?
How many levels of support do you use?
Number of staff for Tier 1, Tier 2, Tier 3 and above?
What is your average total monthly call volume?

7. This stuff matters!
Sell your analyst as being the best!

8. Nomination Form – Part II
Overall Areas of Quality
Customer Service
Performance and Quality of Work
Processes and Knowledge Sharing
Team Orientation and Leadership
Communication
Ethics
Technical aptitude of support tools
Problem solving and Problem prevention
Professional Development
In 500 words or less, explain in your own words and in detail, why you
nominated your candidate:

9. Nomination Form – Part II
(Example Discussion)
Customer Service: (Give two examples of excellent customer service: i.e.,
customer letters, customer comments, survey scores, etc.)
Demonstrates extraordinary commitment, dedication, and service to
customers
Is friendly with customers and follows through with commitments
Understands the basic psychological needs of customers
Recognizes the difference between formal and informal
communication in the workplace

10. Nomination Form – Part II
(Example Discussion)
Performance and Quality of Work: (Provide at least one sample of scores
from past performance reviews and analyst’s metrics from previous years)
Consistently exceeds performance objectives
Completes assignments without error and in a timely manner
Shows pride in work
Takes ownership of work and tasks assigned

11. Judging Process
Local Level
4-5 Judges from Local Chapter Area
Submission is Key!
Judges “score” each Submission
Mathematical Calculations to Determine finalists (3 recommended)
Three Finalists are Interviewed Face to Face – November 20th, 2007 Local Chapter Meeting
Winner Determined from Face to Face Interviews – Awarded at December 18th Local Chapter Meeting
Regional Level
One Judge from Each Participating Chapter
Telephone Interviews
Global Level
HDI Global Hand Picks the Judges
All Regional Finalist are Interviewed Face to Face – Sunday Before Conference
Finalist Determined and Awarded Opening Morning of Conference

12. Key Dates
10/23/2007 - Nominations Due
10/24/2007 – 11/8/2007 - Judging takes place
Week of 11/12/2007 - 3 Finalists Determined and Notified. Finalists must attend 11/20/2007 meeting for
face-to-face interview with judging panel
Week of 12/10/2007 - Winner selected
12/18/2007 - Local Winner announced at Chapter Awards Ceremony
Late December 2007/Early January 2008 - Regional Interviews
Mid/Late January 2008 - Regional Winner Decided
3/9/08 - Regional Winner Interviews at HDI Annual Conference
3/10/08 or 3/11/08 - Global Winner Announced at HDI Annual Conference General Session (Dallas, TX)

13. Questions or Need More Info?
Official Information available on HDI Website:
http://www.thinkhdi.com/membership/awards/helpdeskanalyst/
HDI AOY Nomination Form:
http://www.thinkhdi.com/files/HDAOYNominationSubmissionForm.doc
Milwaukee chapter contact (chairman of Milwaukee AOY Committee):
Phil Gerbyshak -= president@profhelpdesk.org