HDI Support Center Analyst course

HDI Support Center Analyst

Course Overview:

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 effective customer service, emphasizing problem-solving and troubleshooting skills, call-handling procedures, incident management, communication skills, and an introduction to ITILĀ® processes.
This course is designed to assist you in preparing for the HDI Support Center Analyst (HDI-SCA) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase, and you must take the exam within 12 weeks of course completion.

Course Objectives:

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 effective communication strategies
Proven techniques for improving customer interactions
Effective support center strategies for managing difficult customers
Course Pre-Requisite

Course Outline
1. Evolution of the Support Center
Evolution of the Support Centerv 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 Effectiveness
Your Customer's Psychological Needs
Handling Conflict
Handling Difficult Customer Behaviors
Stress Management
The Power of a Service Attitude
Managing Your Use of Time
Managing Your Career
Certification Exams
N/A
Next Steps
Speak with our National Account Managers for information.

Delivery Modalities:

  • Live Instructor-Led
  • Live Online Instructor-Led

Delivery Methods:

  • Individual Training
  • Group Training
  • Onsite-Private Training
  • Hybrid Training

Course Days: 2 Days

Course Schedules:

Call us for schedules Tel: 1-800-618-6778

Price: $2000.00 US

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