Help Center Coordinator Wins HDI Analyst of the Year Award

Donnie VeaseyDecember 20, 2012


Danny Davis, Regis University Help Center coordinator in Information Technology Services, has won the Rocky Mountain Region HDI Analyst of the Year Award.

HDI annually works jointly with the HDI local chapters to identify and award the industry's top first-level support analyst. Support analysts who are nominated at the local chapter will have an opportunity to compete with their peers locally, regionally, and globally for this award.

“The real honor was having my ITS Help Center Manager Vivianne Johnston nominate me as a candidate for the Rocky Mountain Region HDI Analyst of the Year Award,” said Davis about the importance of winning the award. “It confirms that I am doing a good job in the ITS Help Center and providing a valuable service for the Regis Community.”

Vivianne Johnston, ITS Help Center manager and the individual who nominated Davis for the award, praised Davis for being an outstanding technician and employee.

“I have worked with him for close to six years and he possesses great troubleshooting skills and techniques as well as outstanding customer service skills,” Johnston said. “His work exemplifies the best in technical support and customer service. He is the epitome of what we look for in an Analyst of the Year candidate.”

Davis, who has been at Regis University for six years, explained that his duties included assisting the help center manager with daily coordination of help center activities in providing excellent customer service for the Regis University community, responding to phone calls, email and personal requests for technical support, first point of contact for all help center technicians and for other departments, providing ongoing training for help center staff and new hires, managing the help center knowledge bases both internal and external, and communicate new ITS internal practices and processes. He also manages quality assurance by performing ticket reviews and assigning various tasks for help center technicians. 

Johnston notes that Davis has taken on several additional roles in the help center including trainer and SME for the online learning management system. 

“During this transition, we lost two employees, hired two replacements a month apart that he had to train as well as take on the additional duties of the coordinator,” Johnston said. “That says a lot about his work ethic and dedication to our team.”

For Davis, the reward in his job comes from being able to help others.

“The most rewarding part of my job is having the opportunity to assist members of the Regis University community with resolving their technical issues, especially assisting new students with their RegisNET account creation issues and explaining how to use the features in their Regis WorldClass online course,” Davis said.

Winners from each of HDI's six local chapter regions are invited to participate in the HDI's Analyst of the Year Awards festivities conducted during the HDI Annual Conference and Expo.