James Van Poolen was named the National HDI Analyst of the Year on Wednesday night!

James interviewed at the local, regional, and national level against many other qualified candidates. At the national competition, in Washington D.C., James competed against the winner of four other local chapter areas. Support Analysts are asked about their understanding of industry standards, commitment to excellent service, and record of consistently exceeding performance objectives. James’s award was announced at the 2017 HDI conference in front of 2000+ people that were able to help him celebrate. Please help us congratulate James for this wonderful accomplishment.

Congratulations to James Van Poolen for being selected as the 2017 HDI Midwest Regional Analyst of the Year Award Recipient!

James was interviewed and selected from support analysts across 14 local chapters within the Midwest region. This very prestigious award demonstrates James’ outstanding commitment to excellent service!  James will now move on to compete at the national competition, which will take place at the HDI Annual Conference & Expo in Washington D.C. from May 9-12, 2017.

Congratulations James and good luck in the national competition!

james-award

Congratulations to James Van Poolen for being the recipient of the prestigious Pittsburgh HDI Analyst of the Year award! This award recognizes a help desk analyst that exemplifies the best qualities among the practitioners in our region who possess the knowledge and skills required to provide quality service and support for customers.

Brian Samec was also nominated for the Pittsburgh HDI Desktop Support Technician of the Year award. This award is given to a desktop support professional who responds to incidents escalated by the service desk that are related to customer equipment where additional skills, knowledge, tools, or authority are required.

James will now move on to compete for the regional award. Please join us in congratulating and wishing him luck with the regional competition!

FIS has been ranked the #2 Support Center for Overall Customer Satisfaction during the 2016 HDI Conference! FIS has been listed among the top support centers worldwide on the HDI Elite 50 list for a fourth year in a row!

HDI CSAT Elite 50
HDI is a worldwide professional association and certification body for the technical service and support industry. Support centers are ranked by the HDI Customer Satisfaction Index Service based on data they compiled via benchmarks, reports, and customer feedback. Data from last calendar year was compiled and a list of the top 50 outstanding technical service and support centers across the world was tabulated. This prestigious award illustrates Financial Information Systems’ ability to achieve the business and financial goals of the University by providing value through the strategic use of people, processes, and technology.

During the conference, our very own Carrie Armstrong presented a session entitled, “Providing Superhero Service”. This session covered what FIS Customer Support does to ensure our customers receive that superhero service including analyst satisfaction, support team dynamics, interacting with customers outside the support desk and proactively keeping customers informed.

Carrie has worked in the IT service and support industry for more than 16 years. Carrie has been an officer for the HDI Steel City chapter for eight years, and she currently serves on the HDI Member Advisory Board. She was named the 2014 HDI Local Chapter Officer of the Year and her team was ranked #1 in the 2015 HDI CSAT Elite 50.

Carrie Presenting a Break Out Session

Rank

Company

Support Center

1 Ameritas IT GTS
2 University of Pittsburgh Financial Information Systems
3 Alcoa Alcoa
4 Bank Fund Staff Federal Credit Union IT Service Desk Portal
5 Synergis Technologies, Inc. Synergis Software
6 Financial Services – Banking
7 Ameritas IT Ameritas IT Support Center
8 Glatfelter Insurance Group GIG Support Desk
9 The Legislative Data Center Legislative Data Center – Service Center
10 PepsiCo Europe – SER – Service Desk – Greece

 

nationally_ranked-2015_award

HDI is a worldwide professional association and certification body for the technical service and support industry. Support centers are ranked by the HDI Customer Satisfaction Index Service based on data they compiled via benchmarks, reports, and customer feedback. Data from last calendar year was compiled and a list of the top 50 outstanding technical service and support centers across the world was tabulated.  These support centers were recognized by HDI as members of the HDI CSAT Elite 50 and FIS Technical Services was ranked #1 in the world!

FIS Technical Services has been named to the 2015 HDI CSAT Elite 50 as the number one support center in the world!

This prestigious award confirms Financial Information Systems’ mission of delivering the highest level of technical support, instruction, and services to enhance individual and organizational performance by providing value through the strategic use of people, processes, and technology.

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2014HDIawardsCongratulations to Chynna Sherry for being the recipient of the prestigious Pittsburgh HDI Analyst of the Year award! This award recognizes a help desk analyst that exemplifies the best qualities among the practitioners in our region who possess the knowledge and skills required to provide quality service and support for customers.

Brian Samec was also nominated for the Pittsburgh HDI Desktop Support Technician of the Year award. This award is given to a desktop support professional who responds to incidents escalated by the service desk that are related to customer equipment where additional skills, knowledge, tools, or authority are required.

Chynna will now move on to compete for the regional award. Please join us in congratulating and wishing her luck with the regional competition!

HDI_2014HDI is a worldwide professional association and certification body for the technical service and support industry. Support centers are ranked by the HDI Customer Satisfaction Index Service based on data they compiled via benchmarks, reports, and customer feedback. Data from last calendar year was compiled and a list of the top 50 support centers was tabulated and recognized by HDI as members of the HDI CSAT Elite 50.

FIS ranked 1st in Higher Education; 3rd in the world – moving up from 5th place last year!

In celebration, FIS honored it’s team of technical staff for this fine achievement. We also held a contest to see which customer could come the closest to picking our ranking. Thank you to everyone for participating and joining our celebration!

FIS Technical Services Staff FIS Technical Services Staff

Please join us in congratulating Carrie Armstrong, Manager of Customer Support, for winning the 2014 HDI Local Chapter Officer of the Year Award!

The HDI Local Chapter Officer of the Year Award was created this year and honors a hard-working volunteer leader from the HDI local chapter community. Carrie has served as an officer for the HDI Steel City local chapter for over 5 years. She is currently the VP of Communications and has previously held the positions of President and VP of Programs and Vendor Relations. During her time as an officer, the local chapter has received the HDI Circle of Excellence Achievement Award with Presidents Circle Distinction every year. Additionally, the chapter was honored with the 2012 Local Chapter Rising Star Award.

HDI is the worldwide professional association and certification body for the technical support industry. Each year, HDI awards the highest honors to those that have most enhanced the image of the support industry by achieving and maintaining the highest standards of excellence in service and support. With over 485 officers across the 63 local chapters in the United States and Canada, the HDI Local Chapter Officer of the Year Award honors a hard-working volunteer leader from the HDI local chapter community.

Carrie-FrancartCongratulations to Carrie Francart for being selected as a Finalist for the 2014 HDI Local Chapter Officer of the Year Award. HDI is the worldwide professional association and certification body for the technical support industry. Each year, HDI awards the highest honors to those that have most enhanced the image of the support industry by achieving and maintaining the highest standards of excellence in service and support. With over 485 officers across the 63 local chapters in the United States and Canada, the HDI Local Chapter Officer of the Year Award honors a hard-working volunteer leader from the HDI local chapter community.

Carrie has served as an officer for the HDI Steel City local chapter for over 5 years. She is currently the VP of Communications and has previously held the positions of President and VP of Programs and Vendor Relations. During her time as an officer, the local chapter has received the HDI Circle of Excellence Achievement Award with Presidents Circle Distinction every year. Additionally, the chapter was honored with the 2012 Local Chapter Rising Star Award.

Congratulations to Courtney Thomas and Andy Flemm for being the recipients of the prestigious Pittsburgh 2013 HDI Awards! These awards recognize those that have most enhanced the image of the support industry by achieving and maintaining the highest standards of excellence in IT service and support.

Courtney received the Pittsburgh HDI Analyst of the Year award. This award recognizes a help desk analyst that exemplifies the best qualities among the practitioners in our region who possess the knowledge and skills required to provide quality service and support for customers.

Andy received the Pittsburgh HDI Desktop Support Technician of the Year award. This award is given to a desktop support professional who responds to incidents escalated by the service desk that are related to customer equipment where additional skills, knowledge, tools, or authority are required.

Courtney and Andy will now move on to compete for the regional awards. Please join us in congratulating and wishing them luck with the regional competition!


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