Practical Help Desk Associate

The Practical Help Desk Associate (PHDA) certification is a beginner-level exam that will prepare students for a career on the IT help desk. The exam requires students to resolve support tickets and create Knowledge Base documentation of the steps taken to complete the tickets. Students will have eight hours to complete the assessment, write their documentation, and submit a professional report.

Earning the PHDA certification demonstrates to employers that students have the practical skills required to succeed on a help desk team.

In order to receive the certification, a student must:

• Act as an IT help desk employee to professionally respond to and resolve support tickets addressing common IT support questions.

• Create a final report consisting of step-by-step Knowledge Base documentation for each ticket and how it was resolved. A detailed reporting template will be provided to students.

The PHDA exam voucher comes with lifetime access to the training materials the exam is based on. We highly recommend preparing before attempting the exam. If you don’t initially succeed, don’t worry! We never want to profit on failure and include one free retake with every exam voucher.