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Training course summary |
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This fast track course has been developed to cover the agreed standards and objectives for the Help Desk Institute's Help Desk Analyst qualification. The course content matches that of HDA 1 and HDA 2 but is delivered in a more intensive format.
Throughout the 3 days, delegates are encouraged to participate in discussions and group exercises that should enrich their knowledge and understanding of their environment. They will participate in discussions and group exercises on the role and responsibilities of the modern help desk, and determine the necessary attributes, skills and knowledge required for the staff.
HDA Fast Track reviews the importance and relevance of Customer Relationship Management and identifies the skills required to develop and maintain good working relationships with customers and peers. The environment in which analysts work, the more commonly used support methodologies and tools utilised, and the impact of global support are reviewed, as are ways to ensure that consistently high levels of support are delivered. |
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