Help Desk Analyst Certification

(2 Days) - $995 per person*

HDA CERTIFICATION COURSE
 

Who Should Attend:

This course is for individuals interested in HDI's Help Desk Analyst (HDA) Certification, and is recommended for front-line support center representatives and managers who want to develop the framework knowledge of help desk and support center operations. This two-day course, combined with content in the CSS course, contains all information necessary to successfully pass HDI's HDA Certification test. The test contains content from the CSS and HDA classes (HDI recommends individuals take both the CSS and HDA Certification courses to be best prepared for the HDA Certification test).

HDI Customer Support Specialist Certification ensures its recipients have:

• The tools and techniques needed to excel as an analyst

• Internationally recognized guidelines and standards

• Outstanding customer service skills

• The knowledge to manage, meet and maintain service levels

• Process management implementation skills

Description:

This course contains preparatory content necessary for HDI's Help Desk Analyst (HDA) Certification and focuses upon essential analyst skills, understanding help desk tools, and problem-solving techniques. Upon completion of the course, attendees will be prepared to successfully pass HDI's HDA Certification test. Help desk tools, computer and network technology awareness, and problem-solving techniques increase the ability to solve problems efficiently in the support center. Real-world exercises, case studies and analyses provide creative solutions to everyday opportunities and challenges. Learn the essential skills necessary to manage the various aspects of the support center, such as processes, knowledge, assets, resources, and security.

What You Will Learn:

• The importance of a business contingency plan

• Commonly used support methods - pros and cons

• The role of the help desk in asset management

• Implementation of changes in the customer environment

• Common processes in managing help desk resources

• The basic tools and technologies used in the help desk industry

• The basic anatomy of computers, networks, and system administration

• The best method to solve problems more quickly, with less stress

• How to become more creative in problem solving, increasing abilities to solve problems - and to create structure to become more proactive - is achieved through an increased understanding of the roles and responsibilities of the support center professional.