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| Section | Weight | Objectives |
|---|---|---|
| Incident & Problem Management | 30% | - Problem identification and root cause analysis - Troubleshooting and resolution techniques - Escalation procedures - Incident logging and classification |
| Process & Service Standards | 20% | - Tools and technologies for support - Service Level Agreements (SLAs) - Support center workflows |
| Customer Service Delivery | 30% | - Documentation and knowledge management - Effective communication across channels - Service delivery principles and standards - Customer expectations and satisfaction |
| Quality & Continuous Improvement | 20% | - Feedback and improvement processes - Performance metrics and KPIs - Professionalism and ethics |
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Help Desk Analyst (HDA)
Help Desk Manager
HDI Service Desk Manager (SDM)
SDI-Service Desk Foundation Qualification
HDI qualified customer supprot specialist(css)
HDI qualified help desk analyst(hda)
HDI Qualified Help Desk Senior Analyst
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HDI qualified help desk senior analyst(hdsa)
HDI Qualified Customer Support Specialist
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