HDI Technical Support Professional (HDI-TSP) Certification

The HDI Technical Support Professional (HDI-TSP) training focuses on customer service and service management best practices, emphasizing responsive incident escalation, the importance of metrics measurement, knowledge management, problem management, improving teamwork, and stress management.
This certification verifies that a person in this role understands the skills to serve as an escalation point for providing level 2 or level 3 support.

KEY FEATURES

  • 24 hrs of classroom / instructor-led training
  • Accredited Instructor with industry experience
  • Authorized Coureware
  • Case Studies & real-world examples
  • End of chapter quizzes and simulation exams
  • Certification exam included
Category:

Description

WHOM IS IT APPLICABLE
  • Technical support professionals who serve as the escalation point for one or more support centers and desktop support teams
WHAT YOU WILL LEARN
  • Customer service skills
  • Communications skills
  • Problem solving and troubleshooting skills
  • Service management best practices
  • Understand the importance of being responsive to incident escalation
  • Documentation skills
  • Knowledge management best practices
  • Improving teamwork and relationships
MODULE OVERVIEW

Module 1: Support Center Overview
Module 2: Strategic Framework
Module 3: Support Processes and Operations
Module 4: Continual Service Improvement Process
Module 5: Support Delivery Methods & Technology
Module 6: Communication Skills
Module 7: Customer Management Skills
Module 8: Problem-Solving and Troubleshooting Skills
Module 9: Teamwork, Time Management, and Stress Management

PREREQUISITES

There are no formal prerequisites required for this certification

EXAM & CERTIFICATION

Format: Closed-book
Delivery: Online (HDI Learning Center)
Questions: 65 multiple choice questions
Passing Score: 80%
Duration: 75 Minutes

CLASSROOM / INSTRUCTOR LED
  • High-impact learning with case studies
  • Delivered by certified instructors
  • Targeted learning for real projects

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