CT HDI Proudly Extends to Its Members the Following Offers:

• HDI and Robert Half Technology Partners In Offering Training At A Significant Discount To Members
• HDI training:
  
  * Our most popular course, HDI Support Center Analyst, is available online at $545 for HDI members. You can train ten professionals online for the price of sending four to a public training course.
  * If you have extremely large numbers to train, consider the HDI Certified Instructor Program which allows one of your instructors to educate your staff using HDI-Certified courseware.
  
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  ABOUT HDI | A UBM Tech company, HDI is the professional association and certification body for the technical service and support industry. Facilitating collaboration and networking, HDI hosts acclaimed conferences and events, produces renowned publications and research, and certifies and trains thousands of professionals each year. HDI also connects solution providers with practitioners through industry partnerships and marketing services.
  
  Guided by an international panel of industry experts and practitioners, HDI serves a community of more than 120,000 technical service and support professionals and is the premier resource for best practices and emerging trends.

  Headquartered in Colorado Springs, CO, HDI offers training in multiple languages and countries. For more information, visit www.ThinkHDI.com or call +1 719.268.0174. 

  
  
• Why HDI Certification and Training?
  
  • HDI Certification
    As the recognized certification body for the technical support industry, HDI Certification demonstrates that individuals understand the customer service skills and support center processes required to provide quality IT service and support. Each HDI Certification is designed to reflect the level of knowledge required for that specific role, ranging from Customer Service Representative to Support Center Director.
    Established by an international panel of industry experts and practitioners, HDI Certification Standards
    outline the industry’s best practices and guide IT support professionals toward excellence. The value of HDI Certification is recognized by many Fortune 100 companies, such as Dell, HP, and Chevron.
    
    In early 2007, Microsoft recognized the value of HDI Certification by combining HDI Support Center 
    Analyst and Support Center Team Lead Certifications with Microsoft Certified Desktop Support Technician (MCDST) certification to create new, advanced levels of certification. These new certifications were designed to recognize individuals who have demonstrated both the technical and soft skills required to provide superior customer support.

• HDI Training
  Since 1989, HDI has trained technical support professionals from 90% of the Fortune 500 companies with the soft skills needed to provide excellent service. This training applies to roles beyond the frontline. As staff progress throughout their career, there are new skills and concepts presented that are specific to the growing area of responsibility.
  
  For the front-line support person, this includes the correct way to greet a customer, escalate tickets, transfer calls, when to ask open-ended questions, and when to ask closed-ended questions. He/she will learn the importance of understanding the customer’s emotional reactions to a problem and how to differentiate that from the customer’s technical problem.
  
  Advanced levels of training provide insight into management, leadership, business planning and strategy as well as service level agreements, maturity models and performance assessment and reporting. HDI Training provides skills building opportunities, best practice awareness, and assists the individual in preparing for an HDI certification exam.
  

The HDI Difference
HDI was the first professional association created for the technical support industry. Guided by an international panel of industry experts and practitioners, HDI remains the leading resource for help desk/support center emerging trends and best practices. HDI utilizes the industry’s best instructors and delivers the highest quality of training for our customers.
In 2006, HDI was granted the exclusive license for the education and certification curriculum, online 
knowledge base and Mindshare resources of STI Knowledge�, a provider of technical help desk outsourcing 
and certification services. HDI incorporated the best practices of both companies by creating a combined 
curriculum utilizing HDI’s open, international standards and STI best practices and experiences from operating 
a world-class support center. The new curriculum encompasses all career levels from entry level support to 
support center director. HDI also recognizes other industry best practices and frameworks, such as ITIL�, 
Cobit�, Knowledge-Centered Support, and ISO 20000�.  Professional certification applies to more than just frontline analysts. As employees progress to team leads, managers, and directors, they must learn the skills and concepts required to meet the needs of each position.

For IT Support Centers, staff certification:
> Demonstrates a commitment to service excellence
> Creates a foundation for continuous service improvement
> Establishes an expectation of knowledge based performance

For individuals, HDI certification:
> Verifies that they possess the knowledge and skills required for their position
> Ensures they understand support center processes and best practices
> Provides a competitive edge for career advancement offers valuable, accurate insight on industry trends and certifications




HDI - The Global Leader in IT Service and Support Certification and Training:
> Certifying support businesses since 1989
> Certified over 30,000 Support Professionals globally
> Trained nearly 90% of Fortune 500 companies
> Boasts more than 6,500 members and 60 local chapters
> Training incorporates HDI international standards and STI best practices
> Provides training in multiple languages and countries
> Certification program of choice for major outsourcing companies
> HDI publishes our Annual Practices & Salary Survey, sharing standards for support excellence with the community
> HDI’s Customer Satisfaction Index Service provides industry benchmarking by measuring customer satisfaction ratings
> HDI conducts the industry’s largest event – HDI’s Annual Conference & Expo
> HDI hosts vertical industry forums – including IT service and support leaders from healthcare, higher education, law, retail, insurance, government, and financial services industries