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SDI Certification Training

SDI has a range of certification programs, including:

View the recommended SDI Learning Path.

Why Become Certified?

SDI, the world's largest membership association for service and support professionals, sets the standard for soft skill certification for the service and support industry.

SDIs individual qualification program is based on internationally recognised, open standards designed by IT help desk experts, consultants, industry leaders and practitioners. The first of its kinds to be launched in the industry, the program creates a set of practices and a recognised career path for the help desk and IT support industry worldwide. SDIs aim is to improve help desk standards and to establish a structured education and career path for the industry.

How to Certify

In order to become Help Desk certified, applicants must pass one or more certification tests. The courses in EXCOMs Help Desk certification training programs are available for those applicants who need instruction to prepare for the tests.

SDI Certification Requirements

Help Desk certification candidates have the choice of the following paths:

SDF Pass one certification exam

SDA Pass the SDF, plus one additional certification exam

SDM Pass the SDA, plus one additional certification exam

SDI Certification Benefits

SDF

The SDI Service Desk Foundation Certification encourages individuals to provide the best customer service and support to internal or external customers. Achieving the highest level of customer service and support results in a positive impact on retaining customers and high revenues for the organisation. The Certification is targeted towards individuals wishing to qualify to work in a customer support centre/help desk environment. It is also extremely useful as a Ã¢â‚¬Ëœrefresher course for all staff that regularly use the phone to support customers both internal and external, in their customer support role.

SDA

Today's successful support centres must embody a high standard of service excellence and a clear operational vision that is closely aligned with larger Organisational goals. The help desk analyst is the backbone of the support centre. Analysts that deliver excellent service and support and demonstrate an understanding of overall organisational goals will help to ensure the support operation's success within the organisation. Certified Service Desk Analysts have been tested to ensure they are prepared and able to meet this challenge. The Service Desk Analyst (SDA) qualification is aimed at IT help desk professionals with at least 9 months experience of working in the IT help desk environment.

SDM

In todays increasingly complex IT environment it is crucial for service desk managers to provide unsurpassed technical and customer service. Certified Service Desk Managers have been tested to ensure they are prepared and able to meet this challenge. The Service Desk Manager (SDM) qualification is for experienced IT help desk supervisors, managers and projects managers with at least 3-5 years experience in the IT help desk support industry. It is specifically for managers who are responsible for the day-to-day operation of the IT help desk.

Enhance What You Already Know

To prepare for certification testing candidates will need to first obtain the required level of knowledge. This can be achieved through attending a training program. The training program approach is highly recommended for anyone who is not already very experienced or does not have access to suitable equipment and facilities to undertake their preparation.

During your training program at EXCOM youll gain knowledge and experience by using quality Help Desk Official Curriculum (HDOC). This enhances your work experience by exposing you to Help Desk software, resources, documentation and practical computer based lab sessions. In addition, all EXCOM Education training includes additional services designed to ensure effective preparation for certification tests, such as access to lab facilities for practice, unlimited post-course technical support, and personalised advice and guidance regards the individual candidates progress

Certification Testing

To register for a test, call your nearest EXCOM branch and everything will be arranged for you. When you call let the EXCOM staff member know that you want to register for a Help Desk proficiency test and have the following information available:

Your testing ID number (first time applicants are assigned one)
Test name or number
Date and time you wish to take the test
Current credit card

Register NOW
To register for an IT Course or Certification program simply complete the registration form and fax it to your nearest training centre. Fax details are found on the registration form.

Click here for Registration Form or Register Now.

More Information
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