The Help Desk Institute (HDI) is a program of internationally recognized open standards designed by IT help desk experts and industry leaders. The aim of this program is to improve help desk standards and to establish a structured education and career path for the industry. Specifically, HDI concentrates on expanding soft skills knowledge, such as communicating effectively, promoting teamwork, presenting ideas, solving problems, providing excellent customer care, and managing customer relationships.  

This program is designed for a support professional  who serves internal and/or external customers in a technical support, help desk, support center, or customer support role. There are three certification tracks offered in this program:

HDI Customer Support Specialist (CSS) Certification is for front-line customer service and support staff dedicated to providing outstanding levels of service and support. (Link to class locations and outlines)

 

HDI Help Desk Analyst (HDA) Certification is for front-line tech support analysts who want to develop the foundational knowledge of help desk and support center operations. (Link to class locations and outlines)       

 

HDI Help Desk Manager (HDM) Certification is for seasoned help desk and support center supervisors,   managers, and project managers with three to five years of experience who are responsible for day-to-day  operations.

(Link to class locations and outlines).