This certification verifies that front-line technical support professionals possess the knowledge and skills required to provide quality service and support. It ensures they understand service management processes and best practices, while providing a competitive edge for career advancement. Help desk professionals and support centre analysts provide front-line support and act as the primary contact for customers.
It is important that these service desk professionals provide the highest quality customer care with every interaction. HDI Support Centre Analyst training focuses on strategies for effective customer service, emphasising problem-solving and troubleshooting skills, call-handling procedures, incident management, communication skills, and an introduction to ITIL® processes.
The HDI Certification Exam is included in all HDI public training courses. The exam is undertaken separately by the student within six weeks of completing this course.