Help Desk Institute Launches Online Training for HDI Certification Preparatory Courses

Business Wire, August 20, 2002

Business Editors

COLORADO SPRINGS, Colo.--(BUSINESS WIRE)--Aug. 20, 2002

Help Desk Institute (HDI), the world's largest industry association for help desk and support professionals, today announced that it has launched an online training program to deliver its popular HDI Certification preparatory courses.

HDI's online certification training program provides streaming instruction and downloadable course materials that are powerfully engineered to ease help desk and support professionals' training experience -- making training faster, more convenient and less expensive than traditional training classes. HDI's new online courseware delivers dynamic, compelling instruction through streaming media presentations accompanied by downloadable course materials. Following completion of the online certification preparatory training, participants are prepared to successfully complete the HDI Certification exams.

Currently HDI's Customer Support Specialist (CSS) Certification and Help Desk Analyst (HDA) courses are available. Eric Svendsen, chairman, HDI's e-University and top industry trainer, developed both online courses. HDI's e-University comprises HDI's new online training and its certification offerings.

HDI's CSS Certification preparatory course prepares individuals for work in a customer support environment. The HDA Certification preparatory course is designed for front-line support center representatives and teaches the tools and techniques needed to excel as a help desk analyst. In September 2002 HDI will release its Help Desk Senior Analyst (HDSA) and Help Desk Manager (HDM) online courseware.

"HDI has undeniably set the industry standard for soft skill certification programs focused on support excellence," stated Fiona Henderson, director of certification and training. "With our new online courseware, HDI has addressed the main obstacle to professional training for support professionals -- the difficulties associated with physically being out of the support center. Our members told us that it is difficult to send their teams away to be trained. HDI has responded to this by bringing its certification training directly to help desk and customer support professionals -- where and when they want it. HDI's online training has been specially developed to bring the classroom experience to the participants -- eliminating travel expenses and time out of the office."

"In addition to preparing for successful completion of HDI Certification, online training provides individuals and organizations with an excellent, easy-to-use tool for ongoing, professional development," added Svendsen. "HDI's online courseware provides individuals with all the information, skills and knowledge they need to advance their careers, and offers organizations a tool to help improve their support team, and directly impact the overall success of their organizations through excellent support center operations.

HDI's online training is available through both corporate and student accounts. A corporate account allows companies to purchase multiple online training seats, and provides the organization with access to the HDI Online Learning Extranet, where it can manage and view its course inventory. The organization can assign courses, monitor student/course progress, and purchase additional seats or courses. HDI's student account allows individuals to purchase online training for themselves. More information is available at http://www.thinkhdi.com/cert/online/default.asp.> About Help Desk Institute

Help Desk Institute (HDI) is the world's largest industry association for help desk and support professionals. HDI's mission is to lead and promote help desk and support professionals by empowering its members through access to timely and valuable industry information, encouraging member collaboration, and establishing open standards, globally recognized certification and training programs. In addition to membership, certification, and training, HDI produces the highest-rated industry event, the HDI Annual Conference and Expo, for help desk and support professionals. HDI is member-focused and remains vendor-neutral in its efforts to facilitate open, independent networking and information sharing within the association network. Membership exceeds 7,500 with members from every continent worldwide. To become a member, or to obtain further information on HDI programs, visit the HDI Web site at www.thinkhdi.com.