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| Section | Weight | Objectives |
|---|---|---|
| Processes, Metrics and Continuous Improvement | 10% | - Key performance indicators - Documentation and knowledge management - ITIL and HDI Support Center Standard |
| Incident and Service Request Management | 25% | - Problem solving and troubleshooting methodology - Ticketing and workflow systems - Incident logging and categorization - Escalation and resolution procedures |
| Customer Service and Communication Skills | 25% | - Effective communication techniques - Customer satisfaction and relationship management - Active listening and questioning |
| Role and Responsibilities of the Help Desk Analyst | 20% | - Purpose and mission of the service desk - Professional standards and ethics - IT service management fundamentals |
| Technical Knowledge and Troubleshooting | 20% | - Operating systems and software - Hardware components and issues - Basic networking and connectivity - Security and remote support tools |
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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 Customer Support Specialist
HDI Qualified Help Desk Senior Analyst
HDI qulilfied help desk manager(hdm)
HDI qualified help desk senior analyst(hdsa)
HDI qualified help desk analyst(hda)
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