Press Release - Help Desk Institute

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HDI Expands Individual Certification Programs

Colorado Springs, Colorado, [September 16, 1999]-Help Desk Institute (HDI) announced today plans for an aggressive expansion of their certification program for individual help desk professionals. According to HDI chairman and chief member advocate, Ron Muns, "There is a clear need for a comprehensive certification program for help desk professionals that includes the front line analysts, and all of the stakeholders in the support services chain. Certification programs are appropriate where significant differences are identified in required learning and skills. HDI, the association leading the customer support profession world-wide, is uniquely positioned to initiate and direct the development of an internationally accepted certification program for customer support professionals."

To establish global standards and certification for customer support professionals, HDI has established an Individual Certification Standards Committee. The standards committee first met mid-August and will meet again in September and October. The goal of the committee is to define model or primary help desk positions, then document the responsibilities, skills, competencies, and objectives for a test that must be passed to earn the certification credential.

Committee members represent help desk professionals from leading organizations in North America and Europe. Member organizations include: Bank of America, Cendant, Interim, Entex, Help Desk Solutions, IHS Help Desk Service, ING America Life, KLM Airlines, Pikes Peak Community College, Pink Elephant, Sheridan College, William & Mary, TRG (Tech Resource Group), MSAS Global Logistics, Inc., and Tech Link Staffing, J&W Seligman, and the University of Michigan.

The Individual Certification Standards Committee is being formed as an ongoing or standing committee. The committee work will expand upon the existing Support Services Career Certification program (S2C2) currently available to help desk professionals. The current S2C2 Training & Certification Level I for support professionals will be one component in the expanded program. The committee will seek and analyze input from support professionals to determine additional certifications and changes to existing ones. The committee will define the structure for HDI's core curriculum to ensure coverage of the learning objectives required in order for individuals to pass HDI certification exams.

About Help Desk Institute
Help Desk Institute (HDI) is a member centric organization, focusing on the needs of internal and external support organizations that comprise HDI's membership and the vendors who support them. The association's mission is to set the standards, establish certification and training programs, and to encourage member collaboration. HDI's vision is to lead the customer support profession worldwide. HDI provides targeted information about the technologies, tools, and trends of the help desk and customer support industry, as well as customized training and certification programs for both the individual and site support organization. HDI also provides numerous opportunities for members to network with their peers, either via participation in one of HDI's 50 local chapters or in gatherings in which HDI hosts such interactions. HDI cosponsors the Support Services Conference and Expos, offers regional training, and publishes a wide range of training publications and research materials. HDI is the leading support services association with more than 3,500 members, and partners in North and South America, Europe, and Asia/Pacific. The web site is www.helpdeskinst.com. For more information, contact: Dana Gardiner, Help Desk Institute, 800-248-5667 or 719-268-0174, dgardiner@helpdeskinst.com

Editorial Contact:
Dana Gardiner
Help Desk Institute
dgardiner@helpdeskinst.com
800-248-5667

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