Help Desk International

HDI has developed an internationally recognised series of site certification and individual qualifications for the IT support and help/service desk industry.

There are four HDI individual qualifications reflecting the key job functions in the IT support and service desk sector. There are training courses which align with each level.

Service Desk Foundation (Customer Support Specialist)
For those entering the support profession with little or no experience.

Help Desk Analyst (HDA)
For IT help desk professionals with a minimum of 9 months experience.

Help Desk Senior Analyst (HDSA)
For current or potential help desk or IT support team leaders/supervisors with 18-24 months experience within a help desk environment.

Service Desk Manager (SDM)
For service/help desk or IT support supervisors and managers with at least 3-5 years experience within a help desk environment.