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Today's successful support centers must embody a
high standard of service excellence and a clear operational vision that
is closely aligned with larger organizational goals. The help desk
analyst is the backbone of the support center. Analysts that deliver
excellent service and support and demonstrate an understanding of
overall organizational goals will help to ensure the support
operation's success within the organization. The HDI Help Desk Analyst
(HDA) Certification training program provides help desk and support
center professionals with the tools, techniques and skills to achieve
success as front-line analysts, leverage career development
opportunities, and understand the difference between support operations
that merely function as a business unit and those that make a positive
impact on the organization as a whole. With HDI's
HDA Certification training, support professionals are empowered to
transform the support operation from a cost center into a productivity
center that enhances the organization's overall effectiveness.
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HDI Help Desk Analyst Certification ensures its
recipients have:
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- Tools and techniques
needed to excel as an analyst
- Knowledge of
internationally recognized guidelines and standards
- Outstanding
customer service skills
- Ability to manage,
meet and maintain service levels
- Process management
implementation skills
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Who Should Attend
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This course is for individuals interested in HDI's Help Desk Analyst (HDA) Certification, and is
recommended for front-line analysts who want to develop the foundational
knowledge of help desk and support center operations.
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Course Description
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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).
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What You'll Learn
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- The help desk
infrastructure and the support environment
- Commonly used
support methods - pros and cons
- Common processes
in managing help desk resources
- The basic tools
and technologies used in the support industry
- The basic anatomy
of computers, networks, and system administration
- The role of the
support center in asset management
- The importance of
a business contingency plan
- Implementation of
changes in the customer environment
- The best method to
solve problems more quickly, with less stress
- How to become more
creative in problem solving
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