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Help Desk Analyst
Help Desk Analyst (HDA) is a certification program of the Help
Desk Institute and is designed for all entry-level analysts.
The HDA certification examination helps to ensure that an
analyst has the skills necessary to handle inbound service
requests and to be an exceptional first point of contact for
customers.
Obtaining
this certification demonstrates that the recipient possesses an
understanding of incident or call processing flows, customer
service skills, setting priorities, problem escalation and
notification, and problem solving.
Career
Opportunities
Duties
& Responsibilities
Individuals
use excellent customer service skills to resolve technical
issues, and may be required to perform the following:
-
Provide
technical support by delivering solutions, workarounds,
advice and/or recommendations in a quick and timely manner.
-
Troubleshoot software, databases, and other computer related
peripherals.
-
Obtain
initial call information and create customer service request
records.
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Utilize
Automatic Call Distribution (ACD) and other points of
contact to answer and resolve incoming calls.
-
Provide
high quality customer service through courteous, prompt, and
accurate communication.
Not
all programs are offered at each location.
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