Support center analysts provide front line support and act as the primary contact for customers. For this reason, it is important that these help desk professionals provide the highest quality customer care with every interaction.
The HDI Support Center Analyst (HDI-SCA) course focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for help desk, support center, and customer support processes and tools, and an introduction to ITIL® processes.
What You Will Learn:
How to assess customer business needs and exceed customer expectations
Critical thinking skills to resolve incidents quickly and consistently
Active listening skills and effective communication strategies
How to identify and defuse challenging customer behavior
Ways to create win-win interactions with customers, management, and team members
An awareness of ITIL® processes
The cost of the HDI Support Center Analyst Certification Exam is included in the course price.
All HDI certification exams are based on the HDI certification standards. HDI courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the HDI certification standards and provide skills building opportunities for the attendees. Learn more about the HDI standards.
Unit 1: Evolution of the Support Center The Evolution of the Support Center
The Role of the Support Analyst
The Support Center's Role in the Business
Unit 2: Strategic Framework Strategic Perspective
Service Level Agreements (SLAs)
Standard Operating Procedures (SOPs)
Unit 3: Service Delivery Methods and Technology
Service Delivery Methods
Service Management Systems
Unit 4: Support Center Processes and Operations Best Practices for IT Service Management (ITSM)
ITIL Service Support
Unit 5: Call Handling Procedures Total Contact Ownership
Procedures for Call Handling
Unit 6: Communication Skills
The Communication Process
Unit 7: Problem-solving and Troubleshooting Skills Problem-solving and Types of Thinking
Solve Incidents with IMPACT
Additional Customer Service Skills to Employ During
Root Cause Analysis
Unit 8: Maximizing Effectiveness Your Customer's Psychological Needs
Strategies for Handling Difficult Customer Behaviors
The Power of a Service Attitude
Managing Your Use of Time
Managing Your Career
Who Should Attend:
Support staff who want to develop a knowledge and understanding of help desk and support center operations
and those who are seeking HDI Support Center AnalystCertification
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