This course combines the modules of the CSS and HDA standard to provide a 'fast track' option to achieve certification for both frameworks.

The course focuses on essential help desk analyst skills, understanding help desk tools, and problem solving techniques to increase the ability to solve problems efficiently in the support centre. Real-world exercises, case studies and analysis provide creative solutions to everyday opportunities and challenges.

You will learn the essential skills necessary to manage the various aspects of the support centre, such as processes, assets, resources and security.