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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Quality Management & Continuous Improvement | 20% | - Service level metrics and KPIs - Customer feedback and satisfaction measurement - Basic continuous improvement concepts |
| Topic 2: Service Management Fundamentals | 20% | - Basic support tools and technologies - IT service management overview - Roles and responsibilities in support environment |
| Topic 3: Incident and Problem Management | 30% | - Incident handling and resolution process - Problem identification and root cause analysis - Escalation procedures and workflow |
| Topic 4: Customer Service Delivery | 30% | - Service delivery principles and standards - Documentation and knowledge management - Communication and interpersonal skills |
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Help Desk Analyst (HDA)
Help Desk Manager
HDI Service Desk Manager (SDM)
SDI-Service Desk Foundation Qualification
HDI Qualified Customer Support Specialist
HDI qualified help desk analyst(hda)
HDI Qualified Help Desk Senior Analyst
HDI qulilfied help desk manager(hdm)
HDI qualified help desk senior analyst(hdsa)
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