www.e-skillsnto.org.uk/qualify guide for individuals 

Help Desk International's Help Desk Analyst (HDA*) vs Level Two S/NVQ IT Services - Customer Response Centre (CRC2)

These qualifications relate to people working in a help desk environment supporting customers who use IT products. The Help Desk Analyst when qualified by Help Desk International certifies that a candidate has the necessary knowledge to work in the help desk industry. These skills centre on people, process, help desk technology and problem solving. The Level Two S/NVQ IT Services - Customer Response Centre proves you are successfully providing IT services customer support in a customer response centre.

They overlap in the area of technical knowledge. If you already have the HDI qualification then this will count against some of the knowledge requirements of the SVQ or NVQ.

In summary:

• both assess a range of soft skills and work-related competencies including self-effectiveness, interpersonal communication, professionalism and organisational structure.
• the S/NVQ additionally assesses regulatory, Health & Safety and licensing aspects.
• the HDA* assesses in depth the theory and concepts of interpersonal communication (particularly by telephone) and problem solving.
• the S/NVQ will have been customised to the actual environment in which the candidate works.
• the HDA* examination may have been partially customised to the actual environment in which the candidate works.
• an S/NVQ holder will have demonstrated competence in a real-world situation.

Both qualifications serve useful purposes but together they provide a uniquely effective method of measuring a candidate's performance and potential.

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