Online Help Desk Certification Training

Help Desk Analyst (HDA)
In today's increasing complex IT environment, it is crucial for help desk analysts to provide unsurpassed technical and customer service. Certified Help Desk Analyst (HDA) are prepared to meet this challenge. The HDA certification is designed for entry-level help desk analysts with nine to 18 months of professional experience.

Download the HDA Certification Standards

Certified Help Desk Analyst (HDA) will: Possess all the skills necessary to successfully handle inbound service requests Be successful problem-solvers Manage customer expectations in a satisfactory and consistent manner Understand incident and call- process flows Demonstrate superior customer service skills Know how to set priorities Conduct professional problem escalation and notification procedures.

What courses do I have to take to be HDA certified?

Either, the combination of CSS and HDA, or HDA Bootcamp only, or HDA Online only

Help Desk Analyst (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 is comprehensive, and 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 Help Desk Analyst 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.

HDA Certification "Boot Camp"

Who Should Attend:
The Boot Camp is for all staff in the help desk and support center environment who are dedicated to providing outstanding levels of customer support, 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 three-day course contains all content necessary to successfully pass the HDI CSS Certification test and the HDI HDA Certification Test.

Description:
This is a three-day interactive course with practical exercises and group discussion to reinforce learning. Upon completion of the course, attendees will be prepared to successfully pass HDI's CSS Certification test. Course attendees will be introduced to the roles and responsibilities needed to provide the highest levels of customer service, in addition to the call center environment's processes, procedures, and basic tools and technologies. This section of the Boot Camp reinforces the reality that each customer interaction is unique and offers an opportunity to enhance the relationship with that customer. This course includes valuable information and everyday solutions for addressing the attitudes, behaviors, and relationships between customers and the support team.

The Boot Camp also 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. 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.

What You Will Learn:
The importance and benefits of measuring the delivery of customer support
How to create “win/win” positive interactions with customers and co-workers
How to identify underlying customer needs
How to gain agreement with customers, and meet and exceed customer expectations
The difference between providing solutions and satisfying a customer’s psychological needs
How to deal effectively with a variety of customer situations
How to work with unrealistic or angry customers
How to gain satisfied customers through better listening
The guidelines for problem escalation
The importance of delegation
The basic anatomy of computers
Basic tools and technologies used in the customer support industry
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

The two-day HDA class is available for onsite training, online training, and webinar. Please call us toll-free at 1-877-916-1510 or 1-303-278-8610 for pricing, or email us at info@scinc.com. Or see our Calendar.

The three-day HDA Boot Camp class (which prepares the participant to pass both CSS and HDA certification) will be taught by a certified consultant/trainer for SCInc., and will be held at the following locations and dates: Calendar. It is also available as an onsite class. Please call us at 877-916-1510, or locally and internationally at 303-278-8610.

Enrollment fee for the three-day Boot Camp class is $1,395 for non-HDI members, and $1,295 for HDI members.

“I have taken several [Help Desk Certification] courses with SCInc. The courses are interactive, fun and exciting, and each learning point is transformed into something that can be used immediately. The instructor has a depth of knowledge on the subject matter that intrigues the most technical student, and it is delivered in a way that involves each student right from the start. Timely, relevant, informative and fun, SCInc. classes are not to be missed!”

~Janet Carner, Training Coordinator, IBM

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