Certifications From Help Desk Institute

HDI Customer Service Representative (CSR)
Skill Level: Basic       Status: Active
For support professionals from Customer Service Centers, Call Centers, and Support Centers who are dedicated to providing outstanding levels of customer service and support. HDI - CSRs understand how to assess customer needs while exceeding their expectations.

HDI Support Center Analyst (SCA)
Skill Level: Basic       Status: Active
For front line support staff who have knowledge and understanding of help desk and support center operations and act as the primary contact for customers. HDI - SCAs understand the critical steps required to effectively manage and prioritize incidents, reduce escalations, and master the essential customer service skills required to manage difficult customers and improve overall customer satisfaction.

HDI Desktop Support Technician (DST)
Skill Level: Intermediate       Status: Active
For individuals who work to improve overall support operations, customer service skills and interpersonal skills in order to improve the customer’s experience.

HDI Support Center Director (SCD)
Skill Level: Intermediate       Status: Active
For experienced directors and managers who provide strategic leadership for the IT support organization.

HDI Support Center Manager (SCM)
Skill Level: Intermediate       Status: Active
For individuals who focus on best practice standards and the skills necessary to successfully manage the strategic and tactical components of a support organization.

HDI Support Center Team Lead (SCTL)
Skill Level: Intermediate       Status: Active
For support center professionals who have been or will be promoted to a team lead position and require fundamental management and leadership skills for their increased responsibilities.

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, structuring, and successfully reusing knowledge through the knowledge management process.

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.