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| Section | Objectives |
|---|---|
| Topic 1: People Management | - Staff Development
|
| Topic 2: Customer Relationship Management | - Customer Service Excellence
|
| Topic 3: Quality and Performance Management | - Metrics and Reporting
|
| Topic 4: Technology and Knowledge Management | - Support Tools
|
| Topic 5: Service Delivery and Operations | - Operational Management
|
| Topic 6: Help Desk Strategy and Leadership | - Help Desk Mission and Vision
|
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Help Desk Analyst (HDA)
SDI-Service Desk Foundation Qualification
HDI qualified help desk senior analyst(hdsa)
HDI qualified help desk analyst(hda)
Help Desk Manager
HDI Qualified Help Desk Senior Analyst
HDI Qualified Customer Support Specialist
HDI qualified customer supprot specialist(css)
HDI Service Desk Manager (SDM)
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