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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Leadership & Staff Management | 25% | - Workforce Planning
|
| Topic 2: Financial & Resource Management | 15% | - Capacity & Resource Planning
|
| Topic 3: Customer Experience & Quality | 15% | - Continuous Improvement
|
| Topic 4: Service Strategy & Alignment | 20% | - Business Alignment
|
| Topic 5: Operational Management | 25% | - Process Implementation
|
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SDI-Service Desk Foundation Qualification
HDI qualified help desk analyst(hda)
Help Desk Analyst (HDA)
HDI Qualified Customer Support Specialist
HDI Service Desk Manager (SDM)
HDI qualified customer supprot specialist(css)
Help Desk Manager
HDI qualified help desk senior analyst(hdsa)
HDI Qualified Help Desk Senior Analyst
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