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QQ0-200 - HDI Qualified Help Desk Senior Analyst - Dump Information

Vendor : HDI
Exam Code : QQ0-200
Exam Name : HDI Qualified Help Desk Senior Analyst
Questions and Answers : 138 Q & A
Updated On : April 25, 2019
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QQ0-200 Questions and Answers

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QQ0-200 HDI Qualified Help Desk Senior Analyst

Study Guide Prepared by HDI Dumps Experts

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QQ0-200 exam Dumps Source : HDI Qualified Help Desk Senior Analyst

Test Code : QQ0-200
Test Name : HDI Qualified Help Desk Senior Analyst
Vendor Name : HDI
Q&A : 138 Real Questions

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HDI HDI Qualified Help Desk

UL office fitness & safeguard Achieves 2014 assist Desk Institute team Certification Award

FRANKLIN, TN--(Marketwired - Jun 30, 2014) - UL workplace fitness & security, the trade's leading provider of office fitness and security options, today announced that it has met the requirements and certified for the 2014 help Desk Institute (HDI) crew licensed Award. HDI is a global expert affiliation and certification body for the technical service and assist trade. The association produces publications and research, hosts movements and certifies and trains thousands of authorities every yr.

"UL office fitness & protection is committed to presenting superior consumer provider to our valued clientele," said invoice Grana, president of UL workplace health & defense. "Our support staff continuously works to improve our consumer provider operations. they're essential extensions of our valued clientele' teams, and a must-have contributors to our skill to assist give protection to the smartly-being of employees and operations of groups all over. we're so happy to have their efforts diagnosed by the support Desk Institute."

The HDI 2014 crew licensed Award recognizes a group for its commitment to service excellence throughout the adoption of most desirable practices and the acquisition of enhanced talents and expertise. To qualify for the award, at least 80 % of a firm's guide crew ought to comprehensive the rigorous HDI certification process. These professionals aid leaders in fitness, defense and compliance across industries create more healthy, safer and extra a success workplaces. 

About UL office health & protection UL office fitness & security empowers groups to offer protection to the well-being of laborers, be certain organizational compliance and peace of intellect and power measurable enterprise growth. more than 2,000 organizations in over 20 principal industries, including manufacturing, healthcare, pharmaceutical and existence sciences, development and energy, have faith UL's workplace health & safeguard tools to meet their increasing wants. To be taught extra, discuss with or call 888.202.3016.

About UL UL is a premier world impartial security science enterprise that has championed development for 120 years. Its greater than 10,000 professionals are guided by way of the UL mission to advertise protected working and dwelling environments for all individuals. UL makes use of analysis and necessities to at all times improve and meet ever-evolving safeguard wants. We accomplice with groups, producers, change associations and overseas regulatory authorities to bring solutions to a more complicated international deliver chain. For extra assistance about our certification, checking out, inspection, advisory and education services, discuss with

HDI publicizes industry Award Winners at 2011 HDI Annual convention & Expo

COLORADO SPRINGS, Colo., April 19, 2011 /PRNewswire/ -- HDI, a global affiliation for IT service and technical assist specialists and the premier certification physique for the trade, these days announced the a hit wrap- up of the twenty-first HDI Annual convention & Expo for IT carrier and technical aid, which took region March 27–April 1, 2011, at the Palazzo at the Venetian in Las Vegas, NV. centered to the wants of the whole IT provider and technical support crew—from professional administrators to frontline analysts—the conference and expo attracted greater than 2,200 people from thirty-three countries, together with Brazil, Japan, Poland, Australia, the UK, Nigeria, India, Canada, and the USA. The 2012 HDI Annual convention & Expo should be held April 24–27, 2012, on the Rosen Shingle Creek in Orlando, FL.

"The HDI Annual conference & Expo offered an spectacular lineup of keynote audio system, sponsors, and compelling conference programming, and it supplied a exhibit for innovative know-how. The success of the adventure demonstrates the essential importance of our industry," noted Craig Baxter, international brand director at HDI. "additionally, we are thrilled to honor our award recipients. There are leaders at every level in an organization, and HDI has long recognized the value each individual brings to a crew and each team brings to the IT organization. we would like the entire award winners persisted success."

HDI's business awards are introduced every yr on the HDI Annual convention & Expo to reward individuals and groups for excellence. HDI's award line-up comprises the HDI Analyst of the year and manager of the year Awards, sponsored by using Robert Half technology; the HDI crew Excellence Awards, for inner and external groups; and the Ron Muns Lifetime fulfillment Award. In 2012, HDI will add the HDI desktop aid Technician of the year Award to the family.

This 12 months's award winners consist of:

Analyst of the 12 months – Elio Irizarry, visiting Nurse service of long island

Elio Irizarry is a support desk senior analyst at travelling Nurse service of long island, where he offers support for complicated technical tips, guidance, coordination, and follow-up on client questions, issues, and/or malfunctions in all techniques functions, hardware, and utility installed or maintained by way of the advice methods branch.

Award nominees compete at the local and regional stages, sitting for closing interviews and reviews on the annual conference. Irizarry represented the long island city native chapter and the Northeast region. To qualify for the award, candidates must exhibit a commitment to excellence in quite a number key skills, including client carrier, efficiency and excellent of labor, method advantage, team orientation, management, and issue solving.

supervisor of the yr – George Reichert, Parker Hannifin supplier

George Reichert is smartly regularly occurring all over the Parker Hannifin corporation for his stunning leadership abilities. At Parker, he shares administration responsibility for the statistics core and is the support desk supervisor at the corporate headquarters. Reichert is also an lively HDI member who has been worried with the North Coast native chapter for seventeen years, five of these as president. This award acknowledges Reichert's tireless contributions to the community and the individuals around him.

manager of the 12 months nominees bear a rigorous assessment procedure and are judged on a couple of standards, including innovation, customer focus, leadership, verbal exchange, ethics, and professionalism.

The HDI team Excellence Awards honor world-classification guide companies that have more desirable the image of the business by using achieving the optimum requirements of excellence in client guide and repair start. both the inside and exterior classes are judged according to the same standards, including people, system and procedures, know-how, and materials, supported by using measured and suggested efficiency consequences.

crew Excellence Award, external – Technisource

Technisource has been proposing multitiered, global carrier desk solutions for over twenty years, from both internal aid facilities and customer sites. For this award, the enterprise nominated its Mechanicsburg, PA, aid center, which supports over fifty consumers and handles more than two million consumer interactions per 12 months.

Technisource is dedicated to examining and improving operations, internally and externally, through single-element-of-contact capabilities and continual carrier growth programs. The assist middle's pleasant assurance software reinforces the employees' accountability no longer simplest to provide technically accurate, procedurally compliant features, but additionally to actively inspire the identification and removing of service defects. In consumer delight surveys, Technisource's aid middle averages 4.6 out of 5, and during the last two years and has got an "marvelous" rating from conclusion users over ninety five percent of the time.

team Excellence Award, external – Volkswagen community of the us

Eighteen months in the past, after years of struggling to fulfill service quality requisites and efficiency desires, the Volkswagen community of america's IT service organization became tasked with constructing an IT service desk mannequin and support crew from scratch. today, the IT provider desk helps approximately four,000 inside corporate employees and contractors and 1,a hundred Audi and Volkswagen dealerships in the u.s. and Canada, coping with about seventy eight,000 interactions per year.

The team invariably exceeds the 75–eighty p.c first-name resolution expense by leveraging administrative rights in the atmosphere, holding the abilities base up so far, the usage of the latest in remote-manage application, and making certain that all team of workers contributors have satisfactory technical skills. The community attributes a great deal of its success to their americans and the lifestyle they have created.

Ron Muns Lifetime success Award – Katherine Spencer Lee, Robert Half expertise

during her career, Katherine Spencer Lee has brought strategic vision and leadership to the IT provider and technical support business. As an suggest of professional working towards and certification, Katherine led the transition faraway from the historic observe of simply hiring anybody to fill open positions, to bringing on board the most qualified help gurus, with proven client service talents, technical potential, and skilled certifications. She has been a member of HDI due to the fact that 2001, serving on the HDI Strategic Advisory Board for 3 years and as chair for three hundred and sixty five days. She turned into instrumental in transforming into the local chapters at the grassroots degree, bringing idea management to the meeting agendas, and encouraging many of her colleagues to run for native chapter leadership positions.

The Ron Muns Lifetime success Award, which turned into created in honor of HDI's founder and the father of the service and guide trade, recognizes people for his or her contributions, enthusiasm, and tireless efforts to increase the provider and technical assist business. The award, in its fourth year, honors a good chief who has made lasting contributions to the IT provider and technical guide industry.

For extra assistance about HDI, talk over with, name 800.248.5667, or e-mail at

about the visiting Nurse carrier of ny

The traveling Nurse service of ny (VNSNY) is the largest no longer-for-income home health care company in the nation, serving greater than 30,000 New Yorkers day after day. VNSNY has the capabilities and elements to deliver a full range of domestic health care services all through all five boroughs of ny city and in Nassau and Westchester counties. providing both brief- and long-term home and neighborhood-based care, VNSNY capabilities consist of professional nursing, rehabilitation therapy, HHA and companionship features, behavioral fitness, dietary information, and infusion care; services for little ones and households; conclusion-of-existence services; community intellectual health features; and private care features. with a purpose to serve long island's different inhabitants, VNSNY group of workers can deliver service in over fifty languages.

Parker Hannifin service provider

With annual sales of $10 billion in FY 2010, Parker Hannifin is the area's leading diverse company of motion and handle technologies and techniques, providing precision-engineered options for a large choice of cellular, industrial, and aerospace markets. The enterprise employs about fifty five,000 people in forty-six international locations everywhere. Parker has extended its annual dividends paid to shareholders for 50-4 consecutive years, among the true five longest-running dividend-boost data in the S&P 500 index. For greater information, discuss with the company's site at, or its investor counsel web site at

About Technisource

Technisource, one of the vital biggest expertise features providers in North america, provides a wide range of staffing, administration services, and technology options. With nearly forty years of experience, Technisource provides features to a wide latitude of consumers to maximize their know-how investments. concentrated on fine, flexibility, and cost, the business's provider choices latitude from IT staffing, deployment, and help features to application first-rate administration, strategic initiatives, and outsourcing. through its network of more than fifty-six workplaces across the U.S. and Canada, Technisource keeps a group of 8,000 skilled consultants and employees that deliver its portfolio of service offerings to Fortune 500 businesses, midsized organizations, and small groups. Technisource is a subsidiary of SFN community (NYSE: SFN). For greater counsel, please consult with

About Volkswagen community of the united states, Chattanooga Operations LLC

based in 1955, Volkswagen of the usa, Inc. is headquartered in Herndon, Virginia. it's a subsidiary of Volkswagen AG, headquartered in Wolfsburg, Germany. Volkswagen is one of the world's biggest producers of passenger cars and Europe's biggest automaker. VWoA sells the Eos, Golf, GTI, Jetta, Jetta SportWagen, CC, Tiguan, Touareg and Routan through about 600 independent U.S. dealers. All 2011 Volkswagen automobiles come common-outfitted with digital steadiness manage (ESC). here's essential because the country wide motorway traffic defense Administration (NHTSA) has referred to as ESC essentially the most useful new automobile security know-how for the reason that the protection belt. consult with Volkswagen of the usa online at or to study more.

About Robert Half technology

With more than a hundred areas worldwide, Robert Half technology is a leading issuer of expertise professionals for initiatives starting from net development and multiplatform systems integration to community safety and technical support. Robert Half technology offers online job search capabilities at observe Robert Half know-how at

About HDI

HDI is a worldwide IT provider and technical support membership association and the industry's premier certification and working towards body. Guided via an international panel of business specialists and practitioners, HDI is the main resource for IT service and technical aid rising developments and top-rated practices. HDI provides members with a vast repository of elements, networking alternatives, and the greatest trade event, the HDI Annual conference & Expo. Headquartered in Colorado Springs, CO, HDI offers practicing in varied languages and countries. For extra suggestions, visit or call +1 719.268.0174. HDI is part of UBM TechWeb, a division of United enterprise Media LLC.

About UBM TechWeb

UBM TechWeb, the international leader in expertise media and knowledgeable assistance, makes it possible for people and organizations to harness the transformative energy of technology. through its core corporations—media solutions, advertising services, and skilled counsel—UBM TechWeb produces the most precious and consumed manufacturers, purposes, and functions in the know-how market. more than 14.5 million business and know-how gurus (CIOs, IT and IT aid managers, internet and digital gurus, software and video game builders, government choice makers, telecom suppliers and enterprise executives) actively take part in UBM TechWeb's communities. UBM TechWeb manufacturers include: international face-to-face activities corresponding to Interop, video game developers conference (GDC), web 2.0, Black Hat, and VoiceCon; huge-scale online networks such as InformationWeek, easy studying, and Gamasutra; analysis, working towards, and certification features, including HDI, Pyramid analysis, and InformationWeek Analytics; and market-leading magazines reminiscent of InformationWeek and Wall road & technology. UBM TechWeb is a component of UBM, a world company of media and tips features for knowledgeable B2B communities and markets. seek advice from for extra suggestions.


Melanie Adamich UBM TechWeb, HDI 719 785

source HDI

greatest support Desk Certifications 2019

credit score: Monkey company photographs / Shutterstock

Technical help and aid desk positions remain ordinary aspects of entry into IT for a lot of americans at the present time. one way to make your self stand out as a support desk expert is to validate your abilities and advantage via incomes one of these main assist desk certifications.

besides the fact that children practising and credentials for assist desk positions are available, many candidates come into these jobs clean out of school or from other fields devoid of the advantage formal help desk certifications can supply. most likely that’s why we're seeing increasing interest in these certifications, and an expanding tendency for prime colleges, neighborhood colleges and even some four-yr associations to encompass features of support desk practising of their curricula. Some also embed certificate or certification content material and even support desk credentials in their classes outright.

When it comes to help desk positions, a small variety of certificates and certification programs focus notably on the aid desk characteristic, and the quite a lot of job roles it helps. A superior variety of credentials that fashion themselves as verifying technical help advantage are additionally accessible, the place many such credentials center of attention on specific units of supplier structures and products.

We encompass a mixture of such credentials in our list of leading help desk certifications. We do needless to say in some corporations, help desk positions can be staffed to satisfy help requirements for certain seller items, platforms and tools. different positions may be open to any one with an excellent everyday technical historical past and an figuring out of IT operations, practices and tactics.

no longer coincidentally, it is this latter set of expertise that the majority support desk credential courses are trying to find to inculcate and domesticate in their recipients.

knowing which certifications employers need can also be a huge assist when picking out the certification that’s ultimate for you. we have now compiled suggestions from searches performed on 4 main job-connected sites for certifications featured in this article. average, the clear winner is the CompTIA A+, followed through the HDI customer carrier consultant (HDI-CSR) credential.

Our exact five lineup this yr is still unchanged from final 12 months.

Job Board Survey results (in alphabetical order, by way of certification)




 LinkedIn Jobs 



A+ (CompTIA)






ACMT (Apple)












ITIL foundation (ITIL)






MCSA: home windows 10 (Microsoft)






The usual profits for a support desk technician is $35,899, with the maximum salary topping off round $fifty nine,295. Glassdoor studies a country wide normal of $forty three,835. however, getting into assist desk management boosts salaries to about $sixty two,000, and might climb above $100,000, counting on enterprise and location. The highest income we discovered for a help desk manager changed into a fit $126,000 at a Washington, D.C., company.

CompTIA A+

greater than 1 million IT authorities have earned the CompTIA A+ credential. Its popularity with IT authorities and employers alike is still unquestioned. CompTIA A+ is an excellent entry-level certification for those getting into the IT help desk and hardware support professions. it's an incredible foundational certification for candidates pursuing a wide range of other IT certifications; see the CompTIA profession Roadmap to get an idea of the flexibility of credentials provided. regularly occurring and respected in a lot of IT circles, the A+ is recognized with the aid of the branch of protection and is a service technician requirement for a lot of business-stage companies, together with Dell, HP and Intel.

A+ credential holders are support technicians, either in-condominium or field techs, who can install, configure and preserve PCs, laptops, printers and cellular contraptions. they could also dig into computing device and mobile operating systems to configure and troubleshoot those techniques, and perform basic networking initiatives. Candidates pursuing A+ certification ought to flow two assessments: one with a focus on laptop hardware, networking and mobile contraptions, and another on operating methods (desktop and cell), protection and cloud computing.

whereas a new examination has no longer been announced, CompTIA certifications are customarily valid for three years after launch. The newest checks were launched on Dec. 15, 2015 so it’s feasible that we might also see new exams via year’s conclusion. Credential holders have to gain 20 continuing schooling contraptions (CEUs) within the three-12 months duration to recertify.

CompTIA A+ statistics & Figures

Certification name

CompTIA A+

must haves & Required classes

nine to 12 months of experience is recommended

variety of assessments

Two exams: CompTIA A+ 220-901 and 220-902 (90 distinctive-option, drag-and-drop and efficiency-primarily based questions)

cost per examination

$211 per each examination ($422 complete)


Self-study materials

CompTIA study substances: CompTIA offers a few self-study substances, together with exam targets, sample questions, analyze guides, as well as lecture room and e-gaining knowledge of training alternatives. Credential seekers might also also want to take a look at the CertMaster on-line learning device.

CompTIA A+ 220-901 and 220-902 the whole direction, 1st version, by way of David L. Prowse, Jan. 30, 2016, Pearson IT Certification, examination Cram series, ISBN-10: 0789756315, ISBN-13: 978-0789756312

CompTIA A+ Certification All-in-One exam book, 9th version (tests 220-901 and 220-902) through Michael Meyers, Jan. 4, 2016, McGraw-Hill education, ISBN-10: 125958951X, ISBN-13: 978-1259589515

ACMT: AppleCare Mac Technician (ACMT) 2018

If MacBooks and all issues Apple are your component, the AppleCare Mac Technician (ACMT) credential is a must-have credential. (based on Apple, the AppleCare Mac Technician 2018 is a more moderen edition of the Apple certified Mac Technician credential.) targeting IT experts who help MacBooks, MacBook professionals and other related items, the ACMT validates a candidate's expertise and the technical capabilities quintessential to assist these structures. incomes the ACMT also helps candidates qualify to work in Apple-authorized carrier facilities.

To earn the ACMT 2018, candidates deserve to pass two checks – the Apple carrier Fundamentals and ACMT 2018 Mac provider Certification exams. Candidates should circulate the provider Fundamentals exam earlier than attempting the ACMT 2018 Mac capabilities examination. training courses are not handiest accessible but come extremely recommended. each checks are administered by Pearson VUE; you ought to obtain an Apple Tech identity to register for both or both of them.

apart from the ACMT, Apple offers just a few extra MacOS and OS X-connected certifications, together with:

  • Apple licensed affiliate  ̶  Mac Integration fundamentals 10.13 certification (one exam)
  • Apple certified help expert (ACSP)
  • Apple certified iOS Technician (ACiT)
  • Apple certifications are more and more accepted, and Apple continues to show awesome client aid via making ready in-residence support authorities to aid their agencies assist Apple computer systems. try Apple's working towards and Certification web page and click the certification of your choice for more info.

    ACMT 2018 statistics & Figures

    Certification identify

    AppleCare Mac Technician (ACMT) 2018

    prerequisites/Required lessons

    counseled lessons via Apple Technical discovering Administration device (ATLAS)

    variety of checks

    Two exams:

    Apple service Fundamentals examination (SVC-17A) (70 questions, 2 hours, eighty percent to move)

    ACMT 2018 Mac provider Certification examination (MAC-17A) (70 questions, 2 hours, eighty % to circulate)

    tests administered via Pearson VUE. Apple Tech identification required.

    word: Candidates must flow the Apple service Fundamentals exam earlier than taking the ACMT 2017 Mac service Certification examination.

    charge per exam



    Self-analyze materials

    Apple offers numerous practicing alternate options together with teacher-led practicing from LearnQuest and self-paced practicing through Apple's Technical getting to know Administration gadget (ATLAS). Technician practising is obtainable from Apple for $299.

    HDI-CSR: HDI client service representative

    HDI, a UBM Tech business, is a firm that identifies itself as "the first skilled association created for the technical assist business" and "a community built through business peers and leaders that gives you the supplies, abilities and power to be terrific at what you do." The firm also claims a base of more than one hundred fifty,000 contributors. as a result, it’s the largest certification company we recognize of to focus on support desk and technical assist area remember.

    HDI presents a complete multi-tiered certification program that spans from the entry-stage credential HDI desktop aid Technician to the HDI aid middle Director credential. different credentials of pastime include the HDI help center Analyst (HDI-SCA), the HDI help center group Lead, the HDI Technical guide knowledgeable (HDI-TSP), HDI client provider consultant (HDI-CSR) and the HDI guide center supervisor.

    This yr, the HDI-CSR once once again made a powerful showing on the job boards incomes a place on the leaderboard. however, the HDI-TSP credential continues to savour strong popularity with employers attempting to find assist desk candidates. The HDI-TSP became protected on the good 5 checklist in 2017, however lost its location on the leaderboard in 2018. This 12 months, the HDI-TSP job board numbers showed development over 2017 and basically were somewhat more advantageous than the Apple ACMT effects.

    Designed for IT experts employed in name or support centers, the HDI-CSR goals at people who provide assist to end users and have a lot of gentle potential that facilitate communications. projects range, but candidates customarily possess technical capabilities essential to assess customer wants and the capability to troubleshoot and without delay unravel issues. HDI-CSRs employ beneficial communique and listening advantage and control difficult consumer interactions.

    HDI tremendously recommends practicing for the HDI-CSR, which is purchasable as normal lecture room (which HDI refers to as a public path), virtual teacher-led and online self-paced. agencies can organize for onsite training in the course of the HDI client Care center (1-800-248-5667). The practising route contains 4 instruments that cowl the IT skilled's function in the guide middle, conversation talents, difficulty solving and troubleshooting capabilities, and maximizing effectiveness.

    To obtain the HDI-CSR, candidates must move one exam, which focuses on leadership (10 percent), coverage and method (10 percent), americans administration (10 percent), supplies (20 p.c), process and procedures (forty five p.c) and efficiency outcomes (5 %). The HDI researching core administers the examination online, which ought to be completed inside six weeks of purchase.

    Of all the help desk certifications, HDI's choices are probably the most reliable widespread and most precious of their variety in the industry. anybody interested in career development in this quickly-turning out to be area of it's going to dig into HDI's certification credentials, especially at administration levels.

    HDI-CSR records & Figures

    Certification identify

    HDI - customer carrier representative (HDI-CSR)

    prerequisites/Required classes

    advised practising:

    virtual and public course: $799 for members, $899 for non-participants

    on-line course: $349 for individuals, $399 for non-contributors

    variety of checks

    One examination (sixty five questions, seventy five minutes, eighty % required to pass)

    cost per examination

    $145 (exam should be taken within six weeks of buy)

    exam fee covered with practicing lessons


    Self-analyze materials

    HDI client carrier consultant (HDI-CSR) Certification commonplace, $29

    HDI consumer provider consultant (HDI-CSR) follow checks, $69 individuals/$seventy nine non-participants

    ITIL foundation

    ITIL, previously an acronym for assistance know-how Infrastructure Library, is an industry-accepted framework for managing IT service birth. ITIL defines a provider lifecycle model for approaches and activities that take location all over the design, construction, start and guide of IT services. AXELOS, a UK company, develops greatest practices, keeps ITIL and administers the ITIL certification program.

    The ITIL basis is the entry-level certification within the ITIL scheme, which additionally includes Practitioner, Intermediate, knowledgeable and grasp certifications. on the foundation degree, someone knows key concepts, terminology, roles and core strategies concerned throughout the ITIL carrier lifecycle. however the ITIL foundation working towards and examination syllabus contains a service desk component particularly, the whole ITIL foundation certification lends itself smartly to the assist desk trade.

    Candidates can take a three-day practicing path via an authorised practising company (ATO) or approved coach after which take the examination at the end of the route, or self-analyze for the examination and take it at an ITIL Examination Institute.

      ITIL groundwork records & Figures

    Certification identify

    ITIL groundwork Certification – IT carrier management (ITIL basis)

    must haves/Required classes


    training is incredibly informed; Axelos maintains an inventory of coaching suppliers.

    lecture room and instructor-led online, $1,899 to $2,199; on-line self-paced, $549 to $799 (prices vary depending on working towards company)

    number of exams

    One exam: ITIL basis (forty distinctive-option questions, 60 minutes)

    can charge per examination

    $384; PEOPLECERT partners with Pearson VUE to administer ITIL tests. exams may well be taken at the end of a practising course.


    Self-look at materials

    practising and examination syllabus, and pattern tests (aka pattern papers), accessible on certification webpage. The Passing your ITIL foundation examination, third version, is obtainable through Axelos ($28, reckoning on currency conversion prices). other study guides and certification kits can be found from Amazon. that you can additionally join in the ITIL basis’s Cram to flow the ITIL in 7 Days program, which offers observe checks, downloadable materials and three hours of on-demand video. For those searching for to analyze on-the-go, Axelos has an ITIL foundation cell examine app available.

    Microsoft licensed solutions affiliate on home windows 10

    remaining 12 months, we introduced the MCSA: windows 10 in our list of correct five help desk certifications. Our perception turned into (and still is) that as customers adopt and implement Microsoft's newest applied sciences, they want savvy technical specialists to assist when problems arise.

    We got feedback from a reader who wondered our inclusion of this credential within the aid desk checklist on account of its insurance of advanced management and deployment subject matters, which support desk body of workers frequently do not handle (those are IT initiatives). We included this credential here as a result of home windows continues to be the most favourite computing device OS in enterprise by a large margin. for that reason, most help desk experts ought to work with home windows on a every day groundwork. folks that want to boost from the aid desk into IT positions will locate the MCSA offers them a leg up in making this transition. The results of the informal job board search proceed to help an increasing demand for gurus with windows 10 competencies, earning the MCSA: windows 10 a slot once again this yr in our appropriate five listing.

    Candidates must move two assessments to achieve the MCSA: windows 10 certification. examination 70-698, installing and Configuring windows 10, covers windows implementation, configuration, help for core features, administration, and maintenance. examination 70-697, Configuring home windows contraptions, dives into themes similar to identity administration, laptop and device deployment, networking and storage, facts entry, and app administration. Candidates should additionally know how to plan and implement a Microsoft Intune machine administration solution.

    The MCSA: home windows 10 is a pretty good certification on its own, but it also serves as a prerequisite for Microsoft certified solutions expert (MCSE) certifications. as a result of MCSE certifications are among the many most everyday and sought-after on this planet – via people and employers – earning the MCSA: home windows 10 can turn into a stepping stone to an excellent revenue and a healthy job market.

    MCSA: windows 10 statistics & Figures past the proper 5: extra support Desk Certifications

    Above and past the quite a lot of support desk credentials outlined listed here, you are going to discover a large number of different tech aid certification choices via quite a few shops.

    As outlined above, the HDI-TSP skilled is still well-known with employers as does the Apple certified assist knowledgeable (ACSP). also common with employers are the HID-TST credential together with the ITIL Practitioner, Intermediate and professional credentials, additionally did neatly in job board searches.

    Brainbench offers a couple of support-linked certifications together with a Technical aid Desk, Technical aid Desk (Microsoft) community Technical assist, and laptop Technical support credentials, from its catalog of more than 600 checks. The company claims to have delivered greater than 30 million assessments to more than 11 million register users. you will find other organizations that play during this equal enviornment as neatly: which you could recognize them through a twin center of attention on employers and employees, many subject matters and skillsets covered, and a low rate point per exam or credential on offer.

    Ed2Go, which is part of Cengage discovering, an incredible writer of community faculty textbooks, presents a certificates program referred to as help Desk Analyst: Tier 1 help expert. The application is covered as part of company, computer science and assistance expertise curricula at neighborhood schools, universities and four-yr faculties, in addition to deepest greater education businesses that offer IT practising classes.

    For help desk authorities in leadership roles, RCCSP professional education Alliance offers support Desk group Lead working towards and certification software. the two-day working towards exceptionally ambitions professionals in leadership and management roles. themes covered include escalation and conflict administration, support desk strategies and superior practices, people management, teaching and excellent assurance. APGM foreign presents a couple of help desk certifications for our pals across the ocean together with SDI's service Desk Analyst (SDA).

    here's one enviornment the place the greater you appear round, and the greater certain a target you select, the more such alternatives you are going to find.

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    HDI Announces Industry Award Winners at 2011 HDI Annual Conference & Expo

    COLORADO SPRINGS, Colo., April 19, 2011 /PRNewswire/ -- HDI, a global association for IT service and technical support professionals and the premier certification body for the industry, today announced the successful wrap- up of the twenty-first HDI Annual Conference & Expo for IT service and technical support, which took place March 27–April 1, 2011, at The Palazzo at the Venetian in Las Vegas, NV. Targeted to the needs of the entire IT service and technical support team—from seasoned directors to frontline analysts—the conference and expo attracted more than 2,200 individuals from thirty-three countries, including Brazil, Japan, Poland, Australia, the United Kingdom, Nigeria, India, Canada, and the United States. The 2012 HDI Annual Conference & Expo will be held April 24–27, 2012, at the Rosen Shingle Creek in Orlando, FL.

    "The HDI Annual Conference & Expo offered an impressive lineup of keynote speakers, sponsors, and compelling conference programming, and it provided a showcase for innovative technology. The success of the event demonstrates the critical importance of our industry," said Craig Baxter, global brand director at HDI. "In addition, we are thrilled to honor our award recipients. There are leaders at every level in an organization, and HDI has long recognized the value each individual brings to a team and each team brings to the IT organization. We wish all of the award winners continued success."

    HDI's industry awards are presented each year at the HDI Annual Conference & Expo to reward individuals and teams for excellence. HDI's award line-up includes the HDI Analyst of the Year and Manager of the Year Awards, sponsored by Robert Half Technology; the HDI Team Excellence Awards, for internal and external teams; and the Ron Muns Lifetime Achievement Award. In 2012, HDI will add the HDI Desktop Support Technician of the Year Award to the family.

    This year's award winners include:

    Analyst of the Year – Elio Irizarry, Visiting Nurse Service of New York

    Elio Irizarry is a help desk senior analyst at Visiting Nurse Service of New York, where he provides support for complex technical guidance, assistance, coordination, and follow-up on client questions, problems, and/or malfunctions in all systems applications, hardware, and software installed or maintained by the information systems department.

    Award nominees compete at the local and regional levels, sitting for final interviews and evaluations at the annual conference. Irizarry represented the New York City local chapter and the Northeast region. To qualify for the award, candidates must demonstrate a commitment to excellence in a range of key competencies, including customer service, performance and quality of work, process knowledge, team orientation, leadership, and problem solving.

    Manager of the Year – George Reichert, Parker Hannifin Corporation

    George Reichert is well known throughout the Parker Hannifin Corporation for his extraordinary leadership skills. At Parker, he shares management responsibility for the data center and is the help desk manager at the corporate headquarters. Reichert is also an active HDI member who has been involved with the North Coast local chapter for seventeen years, five of those as president. This award recognizes Reichert's tireless contributions to the community and the people around him.

    Manager of the Year nominees undergo a rigorous evaluation process and are judged on a number of criteria, including innovation, customer focus, leadership, communication, ethics, and professionalism.

    The HDI Team Excellence Awards honor world-class support organizations that have enhanced the image of the industry by achieving the highest standards of excellence in customer support and service delivery. Both the internal and external categories are judged according to the same criteria, including people, process and procedures, technology, and resources, supported by measured and reported performance results.

    Team Excellence Award, External – Technisource

    Technisource has been providing multitiered, global service desk solutions for over twenty years, from both internal support centers and client sites. For this award, the company nominated its Mechanicsburg, PA, support center, which supports over fifty clients and handles more than two million customer interactions per year.

    Technisource is committed to analyzing and improving operations, internally and externally, through single-point-of-contact services and continual service improvement programs. The support center's quality assurance program reinforces the employees' responsibility not only to provide technically accurate, procedurally compliant services, but also to actively encourage the identification and elimination of service defects. In customer satisfaction surveys, Technisource's support center averages 4.6 out of 5, and over the past two years and has received an "Excellent" rating from end users over 95 percent of the time.

    Team Excellence Award, External – Volkswagen Group of America

    Eighteen months ago, after years of struggling to meet service quality standards and performance goals, the Volkswagen Group of America's IT service organization was tasked with building an IT service desk model and support team from scratch. Today, the IT service desk supports approximately 4,000 internal corporate employees and contractors and 1,100 Audi and Volkswagen dealerships in the United States and Canada, handling about 78,000 interactions per year.

    The team consistently exceeds the 75–80 percent first-call resolution rate by leveraging administrative rights in the environment, keeping the knowledge base up to date, using the latest in remote-control software, and ensuring that all staff members have sufficient technical expertise. The group attributes much of its success to their people and the culture they have created.

    Ron Muns Lifetime Achievement Award – Katherine Spencer Lee, Robert Half Technology

    Throughout her career, Katherine Spencer Lee has brought strategic vision and leadership to the IT service and technical support industry. As an advocate of professional training and certification, Katherine led the transition away from the old practice of just hiring anyone to fill open positions, to bringing on board the most qualified support professionals, with proven customer service skills, technical knowledge, and professional certifications. She has been a member of HDI since 2001, serving on the HDI Strategic Advisory Board for three years and as chair for one year. She was instrumental in growing the local chapters at the grassroots level, bringing thought leadership to the meeting agendas, and encouraging many of her colleagues to run for local chapter leadership positions.

    The Ron Muns Lifetime Achievement Award, which was created in honor of HDI's founder and the father of the service and support industry, recognizes individuals for their contributions, enthusiasm, and tireless efforts to advance the service and technical support industry. The award, in its fourth year, honors a great leader who has made lasting contributions to the IT service and technical support industry.

    For more information about HDI, visit, call 800.248.5667, or e-mail at

    About the Visiting Nurse Service of New York

    The Visiting Nurse Service of New York (VNSNY) is the largest not-for-profit home health care agency in the nation, serving more than 30,000 New Yorkers each day. VNSNY has the capabilities and resources to deliver a full range of home health care services throughout all five boroughs of New York City and in Nassau and Westchester counties. Offering both short- and long-term home and community-based care, VNSNY services include skilled nursing, rehabilitation therapy, HHA and companionship services, behavioral health, nutritional guidance, and infusion care; services for children and families; end-of-life services; community mental health services; and private care services. In order to serve New York's diverse population, VNSNY staff can provide service in over fifty languages.

    Parker Hannifin Corporation

    With annual sales of $10 billion in FY 2010, Parker Hannifin is the world's leading diversified manufacturer of motion and control technologies and systems, providing precision-engineered solutions for a wide variety of mobile, industrial, and aerospace markets. The company employs approximately 55,000 people in forty-six countries around the world. Parker has increased its annual dividends paid to shareholders for fifty-four consecutive years, among the top five longest-running dividend-increase records in the S&P 500 index. For more information, visit the company's website at, or its investor information site at

    About Technisource

    Technisource, one of the largest technology services providers in North America, delivers a wide range of staffing, management services, and technology solutions. With nearly forty years of experience, Technisource provides services to a broad range of clients to maximize their technology investments. Focused on quality, flexibility, and value, the company's service offerings range from IT staffing, deployment, and support services to software quality management, strategic projects, and outsourcing. Through its network of more than fifty-six offices across the United States and Canada, Technisource maintains a group of 8,000 experienced consultants and employees that deliver its portfolio of service offerings to Fortune 500 corporations, midsized companies, and small organizations. Technisource is a subsidiary of SFN Group (NYSE: SFN). For more information, please visit

    About Volkswagen Group of America, Chattanooga Operations LLC

    Founded in 1955, Volkswagen of America, Inc. is headquartered in Herndon, Virginia. It is a subsidiary of Volkswagen AG, headquartered in Wolfsburg, Germany. Volkswagen is one of the world's largest producers of passenger cars and Europe's largest automaker. VWoA sells the Eos, Golf, GTI, Jetta, Jetta SportWagen, CC, Tiguan, Touareg and Routan through approximately 600 independent U.S. dealers. All 2011 Volkswagen vehicles come standard-equipped with Electronic Stability Control (ESC). This is important because the National Highway Traffic Safety Administration (NHTSA) has called ESC the most effective new vehicle safety technology since the safety belt. Visit Volkswagen of America online at or to learn more.

    About Robert Half Technology

    With more than 100 locations worldwide, Robert Half Technology is a leading provider of technology professionals for initiatives ranging from web development and multiplatform systems integration to network security and technical support. Robert Half Technology offers online job search services at Follow Robert Half Technology at

    About HDI

    HDI is a global IT service and technical support membership association and the industry's premier certification and training body. Guided by an international panel of industry experts and practitioners, HDI is the leading resource for IT service and technical support emerging trends and best practices. HDI provides members with a vast repository of resources, networking opportunities, and the largest industry event, the HDI Annual Conference & Expo. Headquartered in Colorado Springs, CO, HDI offers training in multiple languages and countries. For more information, visit or call +1 719.268.0174. HDI is part of UBM TechWeb, a division of United Business Media LLC.

    About UBM TechWeb

    UBM TechWeb, the global leader in technology media and professional information, enables people and organizations to harness the transformative power of technology. Through its core businesses—media solutions, marketing services, and professional information—UBM TechWeb produces the most respected and consumed brands, applications, and services in the technology market. More than 14.5 million business and technology professionals (CIOs, IT and IT Support managers, Web and digital professionals, software and game developers, government decision makers, telecom providers and business executives) actively participate in UBM TechWeb's communities. UBM TechWeb brands include: global face-to-face events such as Interop, Game Developers Conference (GDC), Web 2.0, Black Hat, and VoiceCon; large-scale online networks such as InformationWeek, Light Reading, and Gamasutra; research, training, and certification services, including HDI, Pyramid Research, and InformationWeek Analytics; and market-leading magazines such as InformationWeek and Wall Street & Technology. UBM TechWeb is part of UBM, a global provider of media and information services for professional B2B communities and markets. Visit for more information.


    Melanie Adamich UBM TechWeb, HDI 719 785


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    How collaboration apps foster digital transformation

    Help Desk Institute (HDI) Certification Guide: Overview and Career Paths

    For an increasing number of IT professionals, help or support desk jobs serve as a career launch pad. These organizational units usually belong to a larger IT organization, and their job is to provide information and assistance to users. These job functions have a lot in common and are in strong demand. In its current Occupational Outlook Handbook, the U.S. Bureau of Labor Statistics describes these positions as "computer support specialists."

    "Employment of computer support specialists is projected to grow 12 percent from 2014 to 2024, faster than the average for all occupations. More support services will be needed as organizations upgrade their computer equipment and software."

    The same source also indicates that 2015 median pay for such positions is $51,470 per annum, or $24.75 an hour. It's the lowest pay rate for all the computer jobs they cover, which explains why it's such a common point of entry for IT professionals just getting started.

    The Help Desk Institute (HDI)

    Founded in 1989, HDI is both a professional association and a certification sponsor. (HDI is the organization's legal name, though it began as the "Help Desk Institute.") Its overall mission is to facilitate professional development and to foster organizational success through exception customer service, with a focus on help and support desk operations.

    In addition to its certification and training efforts, HDI also hosts conferences and events around the globe, produces publications and research, and provides ample opportunities for interested professionals to network and collaborate with one another. HDI is a part of UBM Technology, which also runs the Black Hat, Fusion and Interop conferences, and produces such online publications as InformationWeek, Dark Reading and Network Computing.

    Overview of Core HDI Certifications and Job Roles

    HDI certifications are primarily organized around support center job roles. Though HDI does offer some credentials outside this umbrella, their nine core credentials can easily be arranged as a quasi-ladder or -cascade of help desk/support center positions (from the bottom up):

    HDI Customer Service Representative (HDI-CSR): An HDI certification for frontline customer service representatives, designed to help them assess customer business needs and provide quality service. The HDI-CSR aims at support professionals from customer service centers, call centers and support centers. (Course + exam: $795 (members)/$895 (nonmembers), $145 exam only)

    HDI Desktop Support Technician (HDI-DST): An HDI certification for technical support professionals who provide in-person support to internal or remote employees or workers, or external customers. The HDI-DST emphasizes techniques to improve customer interaction, understanding of service level agreements and their impact on workflow and request priorities, root cause analysis, ITIL processes for incident, problem, change, release, asset and configuration management. (Course + exam: $645/695, $145 exam only)

    HDI Support Center Analyst (HDI-SCA): An HDI certification that aims at frontline technical support staff seeking to learn how to manage and prioritize incidents and reduce escalations. The HDI-SCA focuses on critical customer service skills for managing difficult customers and improving overall customer satisfaction. This is the most sought-after credential. (Course + exam: $645/695, $145 exam only)

    HDI Problem Management Professional (HDI-PM): Developed in partnership with Propoint Solutions, this HDI certification aims at professionals involved in planning and implementation of a formal problem management process, performing proactive and reactive problem management, prioritizing and categorizing problems, investigating and diagnosing problems, coordinating or performing root cause analysis, developing workarounds and fixes, and proposing changes to aid in problem resolution. The HDI-PM is based on numerous ITSM networks, including ITIL, ISO/IEC 20000 and COBIT. (Course + exam: $225)

    HDI Support Center Team Lead (HDI-SCTL): Team leads provide the communication link between support team members and their manager, and act as the first point of internal escalation for customers. HDI certification candidates must understand team lead management and leadership skills, service level and operational level agreements, ITIL processes for incident, problem, change, release, asset and configuration management, conflict management strategies, and people management basics, including hiring, scheduling, evaluating and retaining workers. (Course + exam: $745/795; $145 exam only)

    HDI Desktop Support Manager (HDI-DSM): An HDI certification that focuses on desktop support, including support for laptops, notebooks, printers and other items for which an organization plans to provide face-to-face desktop support. A desktop support manager is responsible for executing operational and tactical plans for desktop support, and meeting customer and business needs. This certification helps candidates understand and master characteristics of effective desktop management, alignment of desktop support services with business strategy, plus tactics for hiring, training and leading high-performance teams. (Course + exam: $225)

    HDI Support Center Manager (HDI-SCM): This HDI certification identifies individuals who possess the skills and knowledge needed to succeed in managing operational and tactical elements of a support organization, and aligning with business needs. Successful candidates know how to create service and operational agreements, standard operating procedures in supporting a service catalog, steps involved in formulating cost-benefit analyses, TCO and ROI calculations, and relationships among IT service management processes, and more. (Course + exam: $225)

    HDI Support Center Director (HDI-SCD): This pinnacle level HDI certification identifies individuals with serious skills and knowledge regarding service management, related best and common practices, the ability to align the department with organizational goals, and to gain senior management buy-in for service improvements and support center value. The HDI-SCD introduces topics related to knowledge management, strategies for workforce management, coaching, team building, succession planning, understanding of construction of business cases, use of reporting tools and dashboards, and selecting leading and lagging indicators. (Course + exam: $225)

    Outside the core certification offerings from HDI, you'll also find an HDI Certified Instructor, several coaching credentials, various Knowledge-Centered Support (KCS) credentials (Foundation, Principles and Coaching) and ITIL Foundation. The HDI-SCD (Director), HDI-SCM and HDI-DSM (Support Center and Desktop Support Manager, respectively), and HDI-SCTL (Team Lead) credentials all expire after three years, subject to continuing education or retesting requirements. Other items in the core do not expire.

    Job Posting and Salary Information for HDI Core Certifications

    Salary does climb with seniority: only the HDI-CSR falls below the median, with a low-low average salary of $24,715. Not surprisingly, it also accounts for a large fraction of the overall HDI certification-related job postings.

    Only the HDI-PM posted a salary less than $60,000 (just less than $59,000, to be more precise). The Team Lead, Manager and Director certs averaged between $62,000 and $65,000, but all had peak values into the six figures. I guess this explains why many support centers and help desks are situated outside major metro areas. This tells me prospective senior help desk professionals need to watch their salary options and locations carefully to make the best of their opportunities.

    How HDI Certification Works

    HDI does not require certification candidates to purchase and complete training, except for those of its core certs that expire after three years, which include Director, Manager and Team Lead designations. For other topics, candidates can elect to omit training and purchase only the exam. Those who do purchase training get the price of the certification exam included in that purchase. Overall, this makes HDI certifications and training quite inexpensive, as such things go.

    Exams cost $145 by themselves when available, and training adds no more than $650 (members) or $750 (non-members) to that cost. Where multiple prices appear, the lower price reflects a standard discount for candidates who belong to HDI or who work for HDI member organizations. For most certifications, there is a set of "Certification Standards" (well-defined, open exam objectives) that candidates can use to prepare for the corresponding exam. (The Director-level cert appears to lack a standard, though there is a more expensive HDI Support Center standard available.)

    HDI Certification Prep Resources

    HDI offers exam/cert objectives (Certification Standards), reasonably-priced training, and practice tests ($69/79 for 90 days, $50 extension fee). The company also makes a broad collection of resources available (registration required) to students who sign up for its training courses. Exams and training are available online in virtual and physical classroom formats, and access to study, practice and prep materials is all online. That's a good thing, because little or no aftermarket material for HDI certifications is available, as far as I can tell.

    Bottom Line

    Overall, the HDI certifications appear to be a good bet for two kinds of IT professional: IT newcomers and those moving into senior roles. First, it's a good bet for those just starting out in the workforce and seeking an edge in landing a help desk or tech support job. This applies to the first two or three items in the core list preceding. Second, it's a good bet for those seeking to advance to senior positions in help desk or tech support hierarchies, at the Team Lead, Manager or Director levels. As the salary data shows, those who climb to such levels in this IT niche can expect to beat the median salary reported in the U.S. BLS Outlook by a pretty wide margin. And, given the ongoing growth in the field, and a continuing appetite for more and better support professionals, may end up being a good overall career choice in IT.

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    HDI QQ0-200 Exam (HDI Qualified Help Desk Senior Analyst) Detailed Information


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