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In the future IKON will also offer courseware leading to Help Desk Support Engineer (HDSE) and Help Desk Manager (HDM) certification. "We are pleased to be partnering with an industry leader like IKON in order to bring this training to a larger audience," said Bill Sheehan, director of training, Help Desk Institute. "We feel that certification is an important step toward industry self-regulation and the standardization of acceptable service levels and professionalism of help desk professionals. HDI's granting of this license to IKON to provide training leading to this certification demonstrates the open nature of this unique program." "Help desk skills are becoming increasingly valued by our corporate customers and provide a competitive advantage in the business world," according to Lorraine Ferguson, vice president for education at IKON. "This partnership with HDI reflects our ongoing commitment to provide the next generation of training just-in-time for individuals seeking to upgrade their skills and businesses seeking to gain an edge on the competition." Help desk software must be able to effectively support all the possible paths that a service request may follow from start to completion as is diagrammed here. (Illustration courtesy of Help Desk Technology Corporation, www.helpstar.com) Institute (HDI), a ThinkService professional community, and the world's largest membership association for service and support professionals, announced today that HDI has granted IKON a worldwide, nonexclusive license to deliver HDI's certification training programs. HDI certification is the only truly open, standards-based, internationally recognized certification program for help desk professionals. The certification program is designed to certify three primary levels of help desk professionals: Help Desk Analyst A person who provides technical support for any aspect of the information systems department, including computer hardware, operating systems, applications and networks. Requires troubleshooting and good human communications skills. See help desk and tech support. (HDA HDA - Hampshire Deaf Association (UK)
IKON Education Services is a premier provider of vendor-authorized technical training, including desktop business applications, advanced systems training, instructor-led, computer-based and online training and consulting services. In addition to its new partnership with Help Desk Institute, IKON Education Service's other vendor partnerships include Microsoft, Novell, GartnerInstitute, Computer Technology Industry Association (CompTIA), Initially IKON will provide training leading to the first level of certification, HDA. Courses will include "Essential Skills of the Help Desk Analyst" and "Understanding Help Desk Tools and Problem Solving Techniques." These courses will teach both the fundamental and advanced survival skills for today's increasingly complex help desk environment. In addition to preparing help desk analysts for HDA certification, the courseware is designed to improve overall success and job satisfaction for the support technician; and to enhance productivity and employee retention for the employer.
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