 HDSA Certification Course
Who Should Attend:
HDI's Help Desk Senior Analyst (HDSA) Certification is recommended for IT support professionals with 18-24 months of experience in IT support who are, or expect to be, team leaders/supervisors.
Description:
This two-day course, combined with content in the CSS course and the HDA course, contains all information necessary to successfully pass HDI's HDSA Certification test. The test is comprehensive,
and contains content from the CSS, HDA, and HDSA classes (HDI recommends individuals take the CSS, HDA, and HDSA Certification courses to be best prepared for the HDSA Certification test).
What You Will Learn:
How to make effective presentations
Report writing skills
The qualities of good leadership and how to develop them
Advanced communication skills
In-depth problem-solving techniques
How to identify and understand key business needs and expectations
How to utilize customer satisfaction surveys
How to effectively build and implement service level agreements
Customer relationship management skills
The help desk infrastructure and the support environment
The importance of project management and implementation skills
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