HDI provides help desk training and service desk training with complementary testing and professional certification. Featuring a variety of delivery options, including live classroom training that can be attended in-person or online, HDI training courses are the gold standard in developing IT help desk and service desk professionals and improving their skills and abilities.

Designed to equip your entire service and support team with the conceptual knowledge and practical skills to provide the highest level of customer support on every contact, HDI’s extensive catalog of help desk training and service desk training includes dozens of role- and topic based courses.

Popular Service Desk Training and Help Desk Training Courses

Help desk and service desk professionals provide so much more than just basic technical support and troubleshooting. They are technology process advisors. They are business liaisons. They are customer advocates. So it stands to reason that their functions, tasks, and skills have far-reaching impacts on not just the service and support organization, but the entire business.

From level 1 to more advanced-tier help desk and service desk technicians, and even help desk managers and directors, HDI service desk training culminates in industry-recognized certification and reflects the level of knowledge required for specific roles.

HDI’s Help Desk and Service Desk Training Philosophy

HDI’s help desk and service desk training programs were created to provide you with a consultative, application-based, interactive learning experience. Upon completion of any HDI help desk or service desk training course, you and your team will be able to take what you’ve learned and immediately apply it to your environment—empowering your service and support team and enhancing your customers’ experience.

Developed By Service Desk and Help Desk Experts

Built upon globally recognized industry standards which were created by an international committee of industry experts and specialists, HDI’s official help desk training and service desk training courseware provides professional development in technical support, desktop support, knowledge-centered support, problem management, support coaching, and much more.

Accredited and recognized as the gold standard throughout the industry, all HDI courses and certification exams are based on and developed from the HDI certification standards. They reinforce the core concepts of the HDI certification standards and provide skills-building opportunities for service desk and help desk professionals.

Delivered By Service Desk and Help Desk Practitioners 

HDI has selected only the best instructors in the industry to deliver our service and help desk training course offerings. These instructors are well known for their experience in our industry and their ability to deliver a quality learning experience.

Now’s the time to upskill your competencies, bridge knowledge gaps, and get yourself and your team trained and certified with HDI help desk training!

Browse our course catalog and find out how HDI can help you and your team excel.

Choose Your Course:












Course Type:



Certification Available
Discover how to make every customer interaction exceptional.
Certification Available
Develop the skills to resolve incidents and create exceptional customer experiences.
Certification Available
Master the skills and processes for extraordinary Advanced Technical Support
Certification Available
Hone the essential leadership skills required to enhance team performance.
Certification Available
Tactically leverage people, processes, and technology to meet service demands.
Certification Available
Tactically leverage people, processes, and technology for extraordinary desk-side support.
Certification Available
Strategically lead the service and support organization and increase business value.
This interactive two-day workshop focuses on how to build your Customer Experience (CX) Maturity Model
This workshop focuses on designing, implementing, managing, and optimizing these core service management processes: Incident Management, Problem Management, Change Management and Service Level Management.
This workshop explores the various components of the Planning and Management process of the contact center, from Service Level/Response Time Objectives, Data Collection and Forecasting, to Real-Time Management and Reporting and Analysis.
Certification Available
This foundational level course focuses on the core ITIL service lifecycles and processes.
Certification Available
This foundational level course focuses on the core ITIL service lifecycles and processes.
This workshop will establish what should be considered “normal service” within a company as well as determine business impact and prioritize incidents to “minimize disruption to the business.”
This high-energy workshop is filled with practical guidance, templates, quick wins, and tips for successfully implementing best-practice methodologies for service level management.
This interactive session will cut through the clutter to discuss the real intent and value of the CMDB.
Certification Available
This certification course focuses on assisting with the planning and implementation performing reactive and proactive problem management; prioritizing and categorizing problems; investigating and diagnosing the problems; coordinating and/or executing root cause analysis; developing workarounds; and proposing changes to resolve issues.
Certification Available
Save time and money with effective knowledge management.
Certification Available
Gain awareness of knowledge management best practices and concepts of the KCS methodology
Get certified to deliver HDI courses internally to your organization.
Certification Available
Explore and address the major areas that affect one's ability to troubleshoot effectively.
Implement changes faster with less risk and at lower costs through effective change management.
The goal of the workshop is to share his knowledge and expertise to help students leverage and optimize KPIs to achieve continuous service improvement in their support organizations.
Extension or Exam Retake Fee

Course Delivery Methods

Online Training

Participants can log on to these Web-based courses anytime, day or night, for 12 weeks from the registration date. Any call center, help desk, or service desk professional can easily fit this independent learning experience into his or her schedule.

Onsite Training

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

Public Classroom

HDI offers our most popular courses throughout North America in major metropolitan areas. View the course calendar.

Virtual Classroom

HDI’s Virtual Classroom training is a popular choice for those looking for a convenient yet undiminished learning experience without the cost and hassle of travel. These scheduled courses allow you to minimize the impact on your daily schedule with live, interactive, instructor-led training via web conferencing.

ITIL Accredited Training Organization
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