Training and Certifications

Since 1989, HDI has been training and certifying IT service and support members from 90% of the Fortune 500 companies with the soft skills they need to provide excellent service, increase productivity and profitability, and decrease call times. Take your support center to the next level by training and certifying your service and support members with the industry’s most recognized leader.

Support Center Analyst (SCA)

HDI’s the Support Center Analysts course (SCA) provides analysts of all levels with strategies for effective customer care and problem resolution, as well as fundamental support processes and tools. To learn more, download a course description and outline.

Support Center Team Lead (SCTL)

HDI’s Support Center Team Lead (SCTL) course builds the fundamental management and leadership skills needed to be an effective leader. To learn more, download a course description and outline.

Field Support Technician (FST)

As a face-to-face representative of the entire company, Field Support Technicians must posses strong communication and problem solving skills, as well as a thorough understanding of Service Level Agreements (SLA’s), Standard Operating Procedures (SOP’s), Root Cause Analysis, and the knowledge to build a collective customer support strategy. To learn more, download a course description and outline.

Support Center Manager (SCM)

To help Support Center Managers meet their increasing demands, HDI’s Support Center Manager (SCM) course focuses on the best practice standards and skills necessary to successfully manage the strategic and tactical components of a support organization. To learn more, download a course description and outline.

Support Center Director (SCD)

To be a successful Help Desk Director you have to think and plan strategically. Our Help Desk Director course will show you how. To learn more, download a course description and outline.

Call Center Professional (CCP)

The Certified Call Center Professional course provides participants the fundamental knowledge needed to meet and exceed their customer’s expectations. To learn more, download a course description and outline.

Call Center Manager (CCM)

The Certified Call Center Manager course establishes the basic framework, definition and objectives of a successful call center. To learn more, download a course description and outline.

Knowledge Management Foundation:KCS Principles (KCS)

Learn the foundations of knowledge management, best practices, and methods for implementation in this course developed by HDI and the Consortium for Service Innovation. To learn more, download a course description and outline.