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HDI Support Center Analyst
2 Day(s)
REQUEST
PRIVATE SESSION
COURSE DESCRIPTION
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Course OverviewThe support center analyst provides front line support and is often the primary customer contact. For this reason, it is important that the analyst provide the highest quality customer care with every interaction. The HDI Support Center Analyst course focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for support center processes and tools, and an introduction to ITIL® processes.ObjectivesWhat 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 diffuse challenging customer behavior• Ways to create win-win interactions with customers, management, and team members• An awareness of ITIL® processes AudienceSupport staff who want to develop a knowledge and understanding of help desk and support center operations, and those who are seeking HDI Support Center Analyst Certification.Prerequisites - None
Price: $1,605
To find out more available information
about this course, please contact us:

416-929-1599
info@acend.com
To find out more available information
about this course, please contact us:

416-929-1599
info@acend.com
To find out more available information
about this course, please contact us:

416-929-1599
info@acend.com

HDISupport Center Analyst

Topics

CourseOutline:

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)
  • Business Alignment

Unit 3: Service Delivery Methodsand Technology

  • Service Delivery Methods
  • Telephony Systems
  • Service Management Systems

Unit 4: Support Center Processesand Operations

  • Best Practices for IT Service Management (ITSM)
  • ITIL Service Support
  • Security Management
  • Knowledge Management
  • Quality Assurance (QA)

Unit 5: Call Handling Procedures

  • Total Contact Ownership
  • Procedures for Call Handling

Unit 6: Communication Skills

  • The Communication Process
  • Cultural Sensitivity
  • Vocal Elements
  • Active Listening
  • Incident Documentation
  • Writing Skills

Unit 7: Problem solving andTroubleshooting Skills

  • Problem-solving and Types of Thinking
  • Questioning Skills
  • Solve Incidents with IMPACT
  • Additional Customer Service Skills to Employ During
  • Incident Management
  • Root Cause Analysis

Unit 8: Maximizing Effectiveness

  • Your Customer’s Psychological Needs
  • Handling Conflict
  • Strategies for Handling Difficult Customer Behaviors
  • Stress Management
  • The Power of a Service Attitude
  • Managing Your Use of Time
  • Managing Your Career

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