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What is HDI?

HDI Training & Certification from New Horizons

HDI Training

Through our partnership with HDI, New Horizons offers help desk training and certification to help improve your support center services. Based on international standards, HDI training enables help desks, service desks, support centers, and call centers to increase productivity and the quality of their services. 

HDI training and certification equips individuals with the conceptual knowledge and practical skills they need to thrive in their support organizations. Expanding customer service skills, service management processes, and awareness of industry-standard best practices, HDI certification and training helps IT support and service management professionals develop and promote their skills and abilities.

HDI certifications reflect the level of knowledge required for specific roles, ranging from Customer Service Representative to Support Center Manager. In addition, New Horizons offers training and certification in Knowledge-Centered Support (KCSSM) Principles, and all HDI certifications are designed to build and advance the competencies of support professionals, providing their organizations with measurable assets.

Help Desk Training & Certification

HDI Customer Service Representative (HDI-CSR) | 1-Day - View Course Outline
This certification verifies that customer service professionals are knowledgeable in the skills and techniques required to provide exceptional customer service and support in both support center and call center environments. It ensures they understand how to assess customer needs while exceeding their expectations.

HDI Desktop Support Technician (HDI-DST) | 2-Days - View Course Outline
This certification verifies that professionals in the desktop support technician role possess the knowledge of customer service and service management processes, as well as the necessary best practices, to provide high quality service and support at the desk-side.

HDI Support Center Analyst (HDI-SCA) | 2-Days - View Course Outline
This certification verifies that front-line technical support professionals possess the knowledge and skills required to provide quality service and support. It ensures they understand service management processes and best practices, while providing a competitive edge for career advancement

HDI Support Center Manager (HDI-SCM) | 3-Days - View Course Outline
This certification verifies that the support center manager possesses the knowledge of best and common practices necessary to successfully manage the operational and tactical components of a support organization while strategically aligning with the needs of the business.

Knowledge Management Training & Certification

KCS Foundation | 1-Day - View Course Outline
This certification is for those individuals who want to demonstrate that they understand Knowledge-Centered Support (KCSSM) practices and how they provide value. This certification ensures a consistent understanding of the KCS methodology for everyone in the organization.

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