Help Desk Analyst (HDA)
This
course focuses on essential analyst skills, understanding
help desk tools, and problem-solving techniques. Real-world
exercises, case studies, and analyses provide creative solutions
to everyday opportunities and challenges. Participants learn
the essential skills necessary to function effectively as
a team member in the support center. This course, combined
with content in the CSS preparatory course, contains all
the information necessary to successfully pass HDI's HDA
Certification examination. The exam contains questions based
on content from the CSS and HDA classes (HDI recommends
individuals take both the CSS and HDA certification preparatory
courses to best prepare for the HDA Certification test).
Help Desk Manager (HDM)
Support centers are the key connection between customers
and other corporate departments, which means that successful
managers must effectively manage relationships throughout
their organization, including communicating the value of
the support operation to C-level management. This course
discusses in detail people and relationship management in
a support center setting.
This course is designed to provide senior level help desk
professionals with the knowledge necessary to successfully
manage the strategic and tactical aspects of their support
organizations. Upon completion of the course, attendees
will be prepared to pass HDI's HDM certification test.
Support Center Director (SCD)
This course is designed to provide attendees with the strategic
skills necessary to build, maintain and promote the direction
of the support center. Students are required to complete
the online support center certification self-evaluation
prior to class.
Help
Desk Course Schedule
