Specialized - HDI Support Center Analyst

Code: 2536
Lengt h: 2 days
URL: View Online

Help desk professionals and support center analysts provide front-line support and act as the primary contact
for customers. It is important that these service desk professionals provide the highest quality customer care
with every interaction.

In HDI Support Center Analyst, you will learn strategies for eective customer service, emphasizing problem-
solving and troubleshooting skills, call-handling procedures, incident management, communication skills, and an
introduction to ITIL processes.

This course is designed to assist you in preparing for the HDI Support Center Analyst (HDI-SCA) certication
exam. Instructors reinforce core concepts of the certication standard and provide skills-building opportunities.
The certication exam is included with your purchase, and you must take the exam within 12 weeks of course
completion.

Skills Gained

The process of incident management-from detection and recording to closure

Critical thinking skills to resolve incidents quickly and consistently

The importance of total contact ownership

An awareness of the core help desk processes and best practices used in service and support centers

Valuable active listening skills and eective communication strategies

Proven techniques for improving customer interactions

Eective support center strategies for managing dicult customers

Who Can Benet

Front-line technical support sta who need to learn the critical steps required to eectively manage and

prioritize incidents, reduce escalations, and master the essential customer service skills required to manage

dicult customers and improve overall customer satisfaction

Individuals who are preparing for the HDI Support Center Analyst certication

Course Details

1. Evolution of the Support Center

Evolution of the Support Center

Role of the Support Analyst

Support Center's Role in the Business

2. Strategic Framework

Strategic Perspective

Service Level Agreements

Standard Operating Procedures

Business Alignment

3. Service Delivery Methods and Technology

Service Delivery Methods

Telephony Systems

Service Management Systems

4. Support Center Processes and Operations

Best Practices for IT Service Management

ITIL Service Support

Security Management

Knowledge Management

Quality Assurance

5. Call Handling Procedures

Total Contact Ownership

Procedures for Call Handling

6. Communication Skills

Communication Process

Cultural Sensitivity

Vocal Elements

Active Listening

Incident Documentation

Writing Skills

7. Problem-Solving and Troubleshooting Skills

Problem-Solving Skills and Types of Thinking Questioning Skills

Solve Incidents with IMPACT

Additional Customer Service Skills

Root Cause Analysis

8. Maximizing Eectiveness

Your Customer's Psychological Needs

Handling Conict

Handling Dicult Customer Behaviors

Stress Management

The Power of a Service Attitude

Managing Your Use of Time

Managing Your Career

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