Certification for Desktop Support Technicians
In addition to an essential degree in computer science, the following certifications are essential enhancements to your career as an experienced Desktop Support Technician:
- CompTIA A+/ Network+, Microsoft, and Cisco certifications.
- MCDST (Microsoft certified desktop support technician)
- MCSE (Microsoft Certified Solutions Expert)
- MCP (Microsoft Certified Professional)
- HDI – Desktop Support Technician Certifications
Overview of HDI certifications and Job roles
The HDI certifications are mainly based on job roles in support centers. Despite HDI having some credentials outside of this umbrella, their nine core credentials can easily be arranged as a quasi-ladder or cascade of help desk/support center positions (from the bottom up):
HDI’s Customer Service Representative (HDI-CSR) is a certification for frontline customer service representatives that helps them understand the business needs of customers and provide quality customer service. In addition to customer service professionals, HDI-CSR targets people from call centers, support centers, and call centers. (Courses and exams: $795 (members)/$895 (nonmembers) plus $145 for the exam only)
HDI Desktop Support Technician (HDI-DST):
HDI certification for technical support professionals providing in-person support to employees or remote workers, or external customers. A major focus of the HDI-DST is to improve customer interaction, understand service level agreements and how they affect workflow and request priorities, perform root cause analysis, and follow ITIL processes for incident, problem, change, release, asset management, and configuration management. It costs $645/695 (course plus exam, $145 exam only).
HDI Support Center Analyst (HDI-SCA):
Technical support personnel seeking to improve their ability to understand, manage, prioritize, and reduce escalations should pursue this certification. HDI-SCA teaches critical customer service skills for managing difficult customers and improving overall customer satisfaction. Credentials with this designation are highly prized. It costs $645/695 (course plus exam, $145 exam only).
HDI Problem Management Professional (HDI-PM):
An HDI certification aimed at professionals involved in developing formal problem management processes, this program has been developed in partnership with Propoint Solutions. Perform proactive and reactive problem management, as well as prioritizing and categorizing problems. In addition, investigate and diagnose problems, coordinate root cause analysis, create workarounds and fixes, and propose solutions to improve the situation. ITIL, ISO/IEC 20000, and COBIT are just a few of the ITSM networks on which HDI-PM is based. (225 dollars for course + exam)
HDI Support Center Team Lead (HDI-SCTL):
Team leads are responsible for maintaining communication between team members and their managers, as well as acting as the first point of contact for customers. Candidate HDI certification candidates must know team lead management and leadership skills, service level and operational agreements, ITIL processes for incident, problem, change, release, asset and configuration management, conflict management strategies, and people management basics, including hiring, scheduling, evaluating and retaining employees. (1 course and 1 exam: $745/195; 1 exam only: $145).
HDI Desktop Support Manager (HDI-DSM):
An HDI certification that focuses on desktop support, including support for laptops, notebooks, printers, and other items for which an organization intends to provide face-to-face support. Desktop support managers execute operational and tactical plans for desktop support, as well as meeting customer and business needs. The certification will help candidates master the characteristics of effective desktop management, alignment of desktop support services with business strategy, and tactics for hiring, training, and leading high-performance teams. (225 dollars for course + exam)
HDI Support Center Manager (HDI-SCM):
HDI certifications identify individuals with the skills and knowledge required to manage operational and tactical elements of a support organization and align them with business objectives. Candidate success depends on their ability to create service and operational agreements, standard operating procedures in supporting a service catalog, steps involved in formulating cost-benefit analyses, TCO calculations, and relationships among IT service management processes, among other things. (225 dollars for course + exam)
HDI Support Center Director (HDI-SCD):
By attaining this HDI certification, individuals demonstrate a high level of expertise in service management, related best practices, the ability to align the department with organizational goals, and the ability to gain senior management buy-in for service improvements and support center value. HDI-SCD introduces knowledge management, workforce management, coaching, team building, succession planning, understanding of business cases, using reporting tools and dashboards, and selecting leading and lagging indicators. (225 dollars for course + exam)
HDI also offers an HDI Certified Instructor, several coaching credentials, Knowledge-Centered Support (KCS) credentials (Foundation, Principles, and Coaching), and ITIL Foundations certifications. All HDI-SCD (Director), HDI-SCM and HDI-DSM (Support Center and Desktop Support Manager) and HDI-SCTL (Team Lead) credentials expire after three years, subject to continuing education or retesting requirements. The core does not expire for the rest of the items.
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