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Preparing for HDA Certification Student Manual Ref: CMHDAC

Welcome to The Help Desk Analyst (HDA) Preparing for HDA Certification.

HDA is a certification program of the Help Desk Institute. The HDA certification examination helps to ensure that an analyst has the skills necessary to handle inbound service requests and to be an exceptional first point of contact for customers. Those passing the HDA certification exam must also demonstrate that they posses an understanding of incident or call processing flows, customer service skills, setting priorities, problem escalation and notification, and problem solving. HDA certification is designed for all entry level analysts.

The five top-level objectives for the HDA certification program are:
1. The Help Desk Profession
2. Mastering the Role of the Help Desk Analyst
3. Navigating the Help Desk Environment
4. Understanding Help Desk Technology
5. Problem Solving

Introduction

Chapter 1: The Help Desk Profession
        What is the support industry, its history, and its role today?
        What are necessary qualities of the support analyst?

Chapter 2: The Role of the Help Desk Analyst
        Working on communications skills
        Understanding customer service

Chapter 3: The Help Desk Environment
        Understanding human resource issues
        Examining workplace ethics
        What is the importance of teamwork?

Chapter 4: Help Desk Tools and Technology
        Examining basic computer systems
        Understanding a computer network
        Examining common help desk tools
        Exploring self-help technology
        Examining alternative support methods
        Understanding system administration

Chapter 5: Problem Solving
        Creatively solving problems
        Examining process integration

Appendix A: Additional Resources

Appendix B: Acronyms

Preparing for HDA Certification Student Manual 

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Preparing for HDA Certification Instructor Guide Ref: CIHDAC
 

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