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	HDI Certification and Qualification programmes

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Developed by the industry, for the industry

HDI's programmes encompass site certification and individual qualifications for the IT support and help desk industry.

HDI's Individual Qualifications programme has four levels - universally reflecting the key job functions in the IT support and help desk industry.

Service Desk Manager (SDM) - For service/help desk or IT support supervisors and managers with at least 3-5 years experience within a help desk environment.

Help Desk Senior Analyst (HDSA) - For current or potential help desk or IT support team leaders/supervisors with 18-24 months experience within a help desk environment.

Help Desk Analyst (HDA) - For IT help desk professionals with a minimum of 9 months experience.

Service Desk Foundation (Customer Support Specialist) - For those entering the support profession with little or no experience.

HDI's Service Desk Certification programme is based on 60 internationally recognised standards and focuses on eight core areas required for providing a state-of-the-art support operation.

HDI took a leading role in this international initiative by bringing together members from the United States, Canada, Europe and Japan to jointly define the criteria and methodology for support-centre evaluation.