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HDI-CSR: HDI Customer Service Representative

Best Help Desk Certifications 2018
By , Mary Kyle

HDI, a UBM Tech company, is an organization that identifies itself as "the first professional association created for the technical support industry" and "a community built by industry peers and leaders that gives you the resources, knowledge, and drive to be great at what you do." The organization also claims a base of more than 150,000 members, and very probably the biggest certification organization to specialize in help desk and technical support subject matter.

HDI offers a complete multi-tiered certification program that spans from the entry-level credential HDI Desktop Support Technician to the HDI Support Center Director credential. Other credentials of interest include the HDI Support Center Analyst (HDI-SCA), the HDI Support Center Team Lead, the HDI Technical Support Professional (HDI-TSP) and the HDI Customer Service Representative (HDI-CSR). We featured the HDI-TSP in our list of the top five certifications for 2017. For 2018, however, we opted to feature the HDI-CSR. While the HDI-TSP still enjoys solid popularity with employers looking for help desk applicants, the HDI-CSR was the clear leader, moving it up the ladder and earning it a slot on our top five list.

Designed for IT professionals employed in call or support centers, the HDI-CSR aims at those who provide support to end users and who have a variety of soft skills that facilitate communications. Tasks vary, but candidates typically possess technical skills necessary to assess customer needs and the ability to troubleshoot and quickly resolve issues. HDI-CSRs employ effective communication and listening skills and manage challenging customer interactions.

HDI highly recommends training for the HDI-CSR, which is available as traditional classroom (which HDI refers to as a public course), virtual instructor-led and online self-paced. Companies can arrange for onsite training through the HDI Customer Care Center (1-800-248-5667). The training course contains four units that cover the IT professional's role in the support center, communication skills, problem solving and troubleshooting skills, and maximizing effectiveness.

To obtain the HDI-CSR, candidates must pass one exam, which focuses on leadership (10 percent), policy and strategy (10 percent), people management (10 percent), resources (10 percent), process and procedures (55 percent) and performance results (5 percent). The HDI Learning Center administers the exam online, which must be completed within 12 weeks of purchase.

Of all the help desk certifications, HDI's offerings are probably the best known and most respected of their kind in the industry. Anyone interested in career advancement in this fast-growing area of IT should dig into HDI's certification credentials, especially at management levels.

HDI-CSR Facts & Figures

Certification NameHDI - Customer Service Representative (HDI-CSR)
Prerequisites/Required CoursesRecommended training:
  • Virtual and public course: $795 for members, $895 for non-members
  • Online course: $345 for members, $395 for non-members
Number of ExamsOne exam (65 questions, 75 minutes, 80 percent required to pass)
Cost per Exam$145 (exam must be taken within 12 weeks of purchase)
  • Exam fee included with training courses
Self-Study MaterialsHDI Customer Service Representative (HDI-CSR) Certification Standard, $29

HDI Customer Service Representative (HDI-CSR) practice exams, $69 members/$79 non-members