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| Section | Weight | Objectives |
|---|---|---|
| Quality & Continuous Improvement | 20% | - Professionalism and ethics - Performance metrics and KPIs - Feedback and improvement processes |
| Customer Service Delivery | 30% | - Customer expectations and satisfaction - Documentation and knowledge management - Effective communication across channels - Service delivery principles and standards |
| Incident & Problem Management | 30% | - Incident logging and classification - Problem identification and root cause analysis - Troubleshooting and resolution techniques - Escalation procedures |
| Process & Service Standards | 20% | - Service Level Agreements (SLAs) - Support center workflows - Tools and technologies for support |
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HDI qualified help desk analyst(hda)
HDI Qualified Help Desk Senior Analyst
HDI qualified customer supprot specialist(css)
HDI qulilfied help desk manager(hdm)
SDI-Service Desk Foundation Qualification
Help Desk Analyst (HDA)
HDI Service Desk Manager (SDM)
HDI qualified help desk senior analyst(hdsa)
Help Desk Manager
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