The technical support professional is a role that individuals assume when they assist with providing support services. This certification verifies that a person in this role understands the skills to serve as an escalation point for providing level 2 or level 3 support. They may work directly with customers or with other departments to resolve issues related to the organizations products and/or the IT infrastructure that enables the business.

For all members of the support chain, this certification ensures professionals are equipped to provide superior technical support.


What You Will Learn

  • Customer service skills 
  • Communications skills
  • Problem solving and troubleshooting skills
  • Service management best practices 
  • Understand the importance of being responsive to incident escalation
  • Documentation skills 
  • Knowledge management best practices
  • Improving teamwork and relationships

Who Should Attend?

  • Technical support professionals who serve as the escalation point for one or more support centers and desktop support teams
  • Individuals who are preparing for the HDI Technical Support Professional certification exam

Course Outline

Unit 1: Support Center Overview

  • The Support Organization’s Role in Business
  • Role of the Technical Support Professional
  • Value of the Technical Support Professional

Unit 2: Strategic Framework

  • Strategic Perspective
  • The Service Catalog
  • Service Level Management
  • Standard Operating Procedures
  • Business Alignment

Unit 3: Support Processes and Operations

  • Best Practices
  • ITIL
  • Service Operation Functions
  • Service Operation Processes
  • Service Design Processes
  • Service Transition Processes

Unit 4: Continual Service Improvement Process

  • Continual Service Improvement
  • Quality Assurance
  • Metrics
  • Performance Reporting

Unit 5: Support Delivery Methods & Technology

  • Support Center Infrastructure
  • Support Delivery Methods
  • Cloud Services
  • Remote Management
  • Service Management Systems

Unit 6: Communication Skills

  • Communicating with Stakeholders
  • Communication Barriers
  • Communication Filters
  • Communication Enablers
  • Global Communication
  • Vocal Elements
  • Body Language
  • Active Listening

Unit 7: Customer Management Skills

  • Your Customer’s Pyschological Needs
  • Empathy
  • Emotional Intelligence
  • Handling Conflict
  • Customer Competency Levels

Unit 8: Problem-Solving and Troubleshooting Skills

  • Problem-Solving Approach
  • Questioning Skills
  • Handling Escalations
  • Investigation and Diagnosis
  • Root Cause Analysis
  • Effective Documentation

Unit 9: Teamwork, Time Management, and Stress Management

  • Teamwork
  • Time Management Skills
  • Stress Management Skills
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Online Course

Member Price: $699 | Price: $749

Online, self-paced training allows student to train at their own speed, permitting them to concentrate on areas of specific need. Students can train from any computer with Internet access, and the course takes about 10-12 hours to complete.

  • Learn virtually anytime, anyplace, and at any pace.
  • Online training is the most cost effective means for employees to achieve certification particularly for companies with remote employees or multiple office locations.
  • Ramp up employees quickly. Courses can be activated in as short as 24 hours.

Once registered for an online course, you have 12 weeks to access the course. A 28-day extension is available for an online course for a fee of $50. Exam retakes are available for a $99 fee. Contact the HDI Customer Care Center at 800.248.5667.

View the Online Course Demo to learn more about the self-paced learning option.

View the Online Course FAQs.

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Public Classroom

Member Price: $1,399 | Price: $1,499

Facilitated by a faculty member, this two-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.

  • Maintain adequate coverage in your support center by staggering training dates.
  • Focus on learning by being out of the office.
  • Structured discussions facilitate networking and learning from real-world experiences.
  • To learn more about public classroom training, contact an account manager or call 1.800.248.5667.

View the Public Classroom FAQs.

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HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

  • Control class size and pick training dates that accommodate your business schedule.
  • Focus on your organization’s key issues and pain points.
  • Save money. With groups of eight or more, this option is often more cost effective.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

HDI Corporate Training Program

HDI can certify your in-house instructor to deliver HDI courses to your staff. Purchase student kits, which include official HDI courseware and a certification exam, when training is scheduled.

This program is ideal for companies training more than 50 support staff annually and those that include HDI training and certification in their new-hire programs.

  • Learning is facilitated by someone who knows your business intimately.
  • Your instructor can customize specific areas (e.g., show actual company reports).
  • Your company controls the training schedule.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

There are no courses scheduled at this time. Please check back later or contact your account manager for immediate assistance.


HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your Account Manager or find an HDI Partner to discuss your needs.

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Certification Exam

Price: $145.00

The certification exam is included with training purchased directly from HDI. It may also be purchased separately. The exam must be completed within 6 weeks of purchase.

The certification exam is based on the HDI Technical Support Professional Certification Standard and is delivered online through the HDI Learning Center.

Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.

Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees

Exam Weighting

The certification exam is randomly generated from a pool of pre-authorized exam questions. As a result, each certification exam is different. The questions have been classified by the categories of the HDI Standard. The certification exam is designed to test the candidate’s knowledge in each category.

The number of questions presented from each category is based on the certification weighting. When the time available to study prior to taking a certification exam is limited, consider the certification weighting and review the categories with the highest allocations.

The following table represents the weighting for each of the standards categories within the   certification exam. This information is provided to help you focus as you prepare for the exam.

Category Weighting %
Leadership 10 %
Policy and Strategy 5 %
People Management 10 %
Resources 20 %
Process and Procedures 50 %

Exam Extensions

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A 28-day extension is available for an online exam for a fee of $50.

Exam Retakes

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Exam retakes can be purchased for a fee of $99.

Exam Insurance

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Exam insurance now available.

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Price: $29.00

HDI Standards are developed by the International Certification Standards Committee to define the knowledge an individual is expected to comprehend in a specific role. HDI certification exams are based on the standard. The standard can be used as a self-study tool for individuals preparing to take a certification exam. For those who purchase a certification and training course, the certification standard is already included in the price of a course.

If you are a member, you may download the standard or you can purchase the HDI Technical Support Professional Certification Standard for $29.

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Practice Test

Price: $79.00

HDI practice tests provide additional preparation for HDI certification exams. Once you complete a practice test, a report is provided that lists the questions missed and what competency within the HDI Standard you should review.

  • Each practice test is 30 questions and must be completed in 35 minutes
  • You may take multiple tests
  • Each practice test is randomly generated from a pool of test questions

View the Practice Tests FAQs.

HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description
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