IT Support Pros is a Help Desk Institute Certified Training Center and provides certification classes year round.  Our current training courses includes the Help Desk Analyst class and the Help Desk Manager class.

REGISTER TODAY!

Help Desk Manager Certification Classes:

• Help Desk Manager Certification Class - TBD*

Click here for the HDM Class Registration Form , fill it out and fax it back to 858.777.3573

Help Desk Analyst Certification Classes:

• Help Desk Analyst Certification Class - TBD*

Click here for the HDA Class Registration Form , fill it out and fax it back to 858.777.3573

CALL US - 858.277.7119 EXT 4

EMAIL US  - info@itsupportpros.com   

               - sales@itsupportpros.com

*If there are 5 or less students registered, the class will be help in 2 days vs. 3 days.

HDI Training classes:

Help Desk Analyst

Today's successful support centers must embody a high standard of service excellence and a clear operational vision that is closely aligned with larger organizational goals. The help desk analyst is the backbone of the support center. Analysts that deliver excellent service and support and demonstrate an understanding of overall organizational goals will help to ensure the support operation's success within the organization. The HDI Help Desk Analyst (HDA) Certification training program provides help desk and support center professionals with the tools, techniques and skills to achieve success as front-line analysts, leverage career development opportunities, and understand the difference between support operations that merely function as a business unit and those that make a positive impact on the organization as a whole. With HDI's HDA Certification training, support professionals are empowered to transform the support operation from a cost center into a productivity center that enhances the organization's overall effectiveness.

HDI Help Desk Analyst Certification ensures its recipients have:

• Tools and techniques needed to excel as an analyst
• Knowledge of internationally recognized guidelines and standards
• Outstanding customer service skills
• Ability to manage, meet and maintain service levels
• Process management implementation skills

Who Should Attend

This course is for individuals interested in HDI's Help Desk Analyst (HDA) Certification, and is recommended for front-line analysts who want to develop the foundational knowledge of help desk and support center operations.

Course Description

This course focuses on essential analyst skills, understanding help desk tools, and problem-solving techniques. Real-world exercises, case studies, and analyses provide creative solutions to everyday opportunities and challenges. Participants learn the essential skills necessary to function effectively as a team member in the support center. This course, combined with content in the CSS preparatory course, contains all the information necessary to successfully pass HDI's HDA Certification examination. The exam contains questions based on content from the CSS and HDA classes (HDI recommends individuals take both the CSS and HDA certification preparatory courses to best prepare for the HDA Certification test).

What You'll Learn

• The help desk infrastructure and the support environment
• Commonly used support methods - pros and cons
• Common processes in managing help desk resources
• The basic tools and technologies used in the support industry
• The basic anatomy of computers, networks, and system administration
• The role of the support center in asset management
• The importance of a business contingency plan
• Implementation of changes in the customer environment
• The best method to solve problems more quickly, with less stress
• How to become more creative in problem solving

Help Desk Manager

Gaining C-level management support, and effectively communicating the pivotal role of the help desk and support center to the organization is crucial to the support operation's success. The most successful support center managers have mastered the art of promoting the support organization to the executive team. Knowing how to build and deliver on service level agreements, working in partnership with other business units, and building and retaining great teams are characteristics of a well-managed and highly effective support organization. The HDI Help Desk Manager (HDM) Certification training program provides management with the insight, strategies, and skills necessary to promote their organizations - and their own career development.

HDI Help Desk Manager Certification ensures its recipients have:

• Mastered the skills necessary to successfully manage service levels with customers and secondary support personnel
• An understanding of ROI concepts and principles
• Excellent financial skills
• Engaged themselves in change management and asset management
• Experience with workforce planning
• Tools to measure customer satisfaction
• An understanding of how to determine the appropriate use of technology
• Skills necessary to build and maintain high-performance teams through team building, career development, etc.
• Developed productive relationships with employees and the organization as a whole
• Is an effective advocate for the value of the support center with executive level management

Who Should Attend

This course is for individuals interested in HDI's Help Desk Manager (HDM) Certification, and is recommended for experienced help desk and support center supervisors, managers, and project managers who are responsible for day-to-day operations and have three to five years of experience.

Course Description

Support centers are the key connection between customers and other corporate departments, which means that successful managers must effectively manage relationships throughout their organization, including communicating the value of the support operation to C-level management. This course discusses in detail people and relationship management in a support center setting.

This course is designed to provide senior level help desk professionals with the knowledge necessary to successfully manage the strategic and tactical aspects of their support organizations. Upon completion of the course, attendees will be prepared to pass HDI's HDM certification test.

What You'll Learn

• Techniques for managing relationships across the enterprise
• How to plan and manage enhancements to the help desk organization
• Key processes for ensuring successful support center performance
• How to market your services internally/externally
• The latest technologies utilized in a service center
• Benefits of each of the service delivery models
• Outsourcing models and the value of each model
• Negotiation and conflict resolution/management skills
• Methods for building and maintaining high-performance teams
• How to build effective service level agreements
• Tips and techniques to assist you in hiring, training, motivating, and retaining top-notch employees
• Value of mission/vision statements

Registration Information:

To register for a class, please submit a completed registration form with payment to IT Support Pros.  Once full payment is received, the participant will receive an email confirming the participant’s space in the class.

Full payment must be received by us prior to the start date of the class.

In rare instances, a seminar may be rescheduled, cancelled, or postponed. In such an event, IT Support Pros, Inc. will provide at least ten (10) days notice.  You will have the option of enrolling for a new seminar date, take a credit toward another seminar, or receive a full refund. IT Support Pros, Inc. cannot be responsible for penalties resulting from discounted airfare or other travel penalties.

The participant may cancel registration after registration has been made. In such an event, refunds will be issued as follows: (1) a substitution of another employee from the same company may be made at any time prior to the start of class without penalty (2) the full registration fee, minus an administrative charge of $75, will be refunded to the participant if the cancellation is received in writing by us at least 10 business days prior to the start date of the class. (3) No refund will be made if the cancellation is received by us 9 or fewer business days prior to the start date of the class or if the participant fails to show up for the class. 

Frequently asked questions:

Why should I get certification training and/or get certified?

·        Training includes best practices to perform your job

·        Be better prepared to take the HDI Certification Exam

·        Shows professional commitment

·        Gives you an edge in job security or promotion

·        Recognition by peers, employers and others in the industry

Do I have to take the class to take the exam?

·        No.  You can take the exam at any time.  The class offers an opportunity to be better prepared for the exam.

Where do I take the exam?

The exam is proctored by Prometric Testing Centers. Call 877-370-4093 for more information, or visit www.2test.com to determine the location nearest you. When scheduling an exam, please refer to the chart below to determine the appropriate test code:

If time passes between taking the class and taking the exam, can I retake the class?

If your original training was with IT Support Pros, you can retake the course at no cost.  If your original training was from another source, contact us for information on pricing

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