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
- Customer Support Representative
- Help Desk Analyst
- Technical Support Representative
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.
- 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.
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