The most successful support centres and help desks combine excellent service, high performance levels, savvy management and smart business strategies to provide the highest level of support to their customers - all while increasing the overall value of the support centre to their organisations. Today's top-performing senior level analysts understand support centre technology, but most importantly, they have mastered employee and customer relationship management, ROI, best practices for motivating and retaining staff, and methods to continuously improve operations.

This course is for individuals interested in HDI's Help Desk Senior Analyst (HDSA) Certification, and is recommended for IT support professionals with 18-24 months of experience who are (or expect to become) team leaders or supervisors. The experienced analyst has developed the foundational knowledge of customer management skills and support centre operations - this course takes the analyst to the next level.

The HDI Help Desk Senior Analyst (HDSA) Certification training programme provides advanced level, in-depth instruction to ensure a deep understanding of strategic support centre operations and management skills, which ultimately lead to furthering career development goals. This course, combined with content in the CSS and HDA courses, contains all the information necessary to successfully pass HDI's HDSA Certification examination. The HDSA exam is comprehensive, and contains questions based on content from the CSS, HDA, and HDSA preparatory courses. HDI highly recommends individuals first take the CSS, HDA, and HDSA Certification courses to be best prepared for the HDSA Certification exam.