Help Desk Institute Introduces New Level of Certification Testing and Training for Help Desk Senior Analysts

Business Wire, July 29, 2002

Business Editors/Technology Writers

COLORADO SPRINGS, Colo.--(BUSINESS WIRE)--July 29, 2002

Help Desk Institute (HDI), the world's largest industry association for help desk and support professionals, today announced the introduction of a new level of HDI Certification - the Help Desk Senior Analyst (HDSA).

HDI's HDSA Certification and its accompanying training program are designed for experienced IT support professionals who are - or expect to become - team leaders or supervisors. HDI Help Desk Senior Analyst Certification ensures its recipients have an in-depth understanding of the technologies, processes, and key factors that optimize support center performance; the knowledge to consult on performance enhancements; and skills necessary to market the help desk as a strategic cost-prevention center.

The HDI HDSA training program contains all the information necessary to successfully pass the HDI HDSA Certification exam, including:

-- How to develop a business strategy

-- Creation of mission and vision statements

-- Customer relationship management skills

-- Development and implementation of service level agreements

-- Development of standard operating procedures

-- Determining ROI based on calculated costs and projected value

-- How to market a help desk as a strategic business cost-prevention center

-- Techniques to help determine staffing levels, hire new staff, and retain staff

-- Skills to evaluate performance levels

-- How to reward high performance and correct undesirable behaviors

-- Leadership skills

-- Best practices for utilizing cross-functional teams

-- How to identify the technologies to build help desk infrastructure

-- Preparation for potential technology disasters

-- Managing constant change and implementing process improvements

HDI Certification is designed to certify four levels of help desk and support professionals: Customer Support Specialist (CSS), Help Desk Analyst (HDA), Help Desk Senior Analyst (HDSA) and Help Desk Manager (HDM). Training is available through HDI at a regional training event December 9th - 13th in Orlando, through onsite programs, or via public training events through HDI's 60 Authorized Training Partners (ATPs). Beginning September 15th, HDI will offer its certification training programs via the new HDI Online Training Program. HDI offers members discounts to HDI-sponsored training programs.

"We are pleased to be rolling out this new level of HDI Certification testing and training. This is an important development for the help desk profession and the service and support industry as a whole," stated Ron Muns, founder and CEO, Help Desk Institute.

"This new HDI HDSA Certification program is exciting because it is the first certification and training program in the industry developed specifically for senior-level analysts," added Fiona Henderson, HDI's director of certification and training, HDI. "The HDI Help Desk Senior Analyst (HDSA) Certification training and testing program ensures in-depth knowledge and understanding of strategic support center operations and management skills. This is particularly important for the career development of the senior analyst."

HDI Certification is the only open, internationally recognized, standards-based certification in the support industry. HDI HDSA Certification testing is based on a set of objectives determined by HDI's independent Certification Standards Committee. For a complete list of HDSA standards, or to learn more about HDI's certification program, visit www.thinkhdi.com/cert/certoverview.asp

Help desk and support professionals interested in obtaining more information about HDI Certification can call HDI at 1-800-248-5667, or can register for certification testing by calling Prometric directly at 1-877-370-4093.

About Help Desk Institute (HDI)

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, please visit the HDI Web site at www.thinkhdi.com.