ITpreneurs :: Effective Learning Solutions

HDI Courseware

Help Desk Analyst

Certification :: HDI Help Desk Analyst (HDA) Certification
Duration :: 12 Hours
Course Delivery :: Self Paced E-Learning

Language	Course ID
English	HDI1010

Course Introduction -

HDI Help Desk Analyst (HDA) Certification is for front-line tech support analysts who want to develop the foundational knowledge of help desk and support center operations.

Course Description -

This course is recommended for front-line analysts who want to develop the foundational knowledge of the help desk and support center operations. The course focuses on essential analyst skills, understanding help desk tools, and problem-solving techniques. You will be able to address customer service techniques, support processes, and communication skills.

Audience -

IT Help Desk Analysts, IT support staff.

Learning Objectives -

At the end of this course, you will be able to:

Identify the role and responsibilities of a help desk analyst.
Deal effectively with a variety of situations.
Recognize the importance of satisfying customers’ psychological and technical needs.
Understand customer’s needs and motivations.
Recognize the benefits of working as a team.
Understand support tools, technologies and processes.
Determine the value and benefits of service level agreements, surveys and metrics.
Recognize the role and value of the help desk within other core IT disciplines.

Student Material for HDI Help Desk Analyst -

HDI Help Desk Analyst student material package.

Course Organization Logistics -

Computer (Pentium IV, Internet Explorer 5.x, Cookies enabled, Macromedia Flash Player 6.0, Speakers or a headset, 1024X768 pixel resolution)
Broadband Internet connection.

# HDI Courseware are not available to Americas based partners due to unavailability of contract with HDI US allowing these courses to be marketed and sold in the Americas.