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HDI Certifications

HDI Customer Service Representative (HDI-CSR)

Skill Level: Foundation                          Status: Active
For customer service professionals who are knowledgeable in the skills and techniques required to provide exceptional customer service and support in both support center and call center environments. HDI-CSRs understand how to assess customer needs while exceeding their expectations.

HDI Desktop Support Technician (HDI-DST)

Skill Level: Foundation                          Status: Active
For desktop support technicians who have the knowledge of customer service and service management processes, recipe as well as the necessary best practices, to provide high quality service and support at the desk-side.

HDI Support Center Analyst (HDI-SCA)

Skill Level: Foundation                          Status: Active
For ffront-line technical support professionals who possess the knowledge and skills required to provide quality service and support. HDI_SCAs understand service management processes and best practices, pills while providing a competitive edge for career advancement.

HDI Desktop Support Manager

Skill Level: Intermediate                          Status: Active
For desktop support managers who possess the knowledge of best and common practices necessary to successfully manage the operational and tactical components of a support organization while strategically aligning with the needs of the business.

HDI Support Center Manager (HDI-SCM)

Skill Level: Intermediate                          Status: Active
For support center managers who possess the knowledge of best and common practices necessary to successfully manage the operational and tactical components of a support organization while strategically aligning with the needs of the business.

HDI Support Center Team Lead (HDI-SCTL)

Skill Level: Intermediate                          Status: Active
For support professionals in a team lead or supervisor role who possess the fundamental management and leadership skills necessary to provide operational support to the organization and the coaching skills to promote staff development.

Knowledge Centered Support (KSC) Principles Certification

Skill Level: Intermediate                          Status: Active
For individuals who want to show their comprehension of the Knowledge-Centered Support (KCS) methodology. The KCS methodology is a set of processes/practices that leverage knowledge as a key asset of the support organization. You must know how to implement the practical steps for capturing, abortion structuring, and successfully reusing knowledge through the knowledge management process.

HDI Support Center Director (HDI-SCD)

Skill Level: Advanced                          Status: Active
For support center directors who possess the knowledge of service management best and common practices necessary to strategically align their department with organizational goals, medicine gain senior management support for service improvements, and promote the support center value.

HDI Certified Instructor (HDI-CI)

Skill Level: Instructor                          Status: Active
For individuals authorized to deliver HDI certification courses. HDI-CIs present industry best practices and assist individuals who are preparing to take an HDI certification exam as well as build and enhance the skills of the support professionals. They are expected to have a strong understanding of each course they deliver and be able to relay personal experiences to transfer knowledge and aid in the learning process.