HDI Support Center Analyst

A: Once downloaded you can use the e-book for your reference as long as you wish.

A: All of our Online classroom certification training is delivered by accredited trainers with more than 15 years of relevant work experience.

A: HDI offers training that aids individuals in preparing for the certification exams while building their knowledge and developing skills based on the certification standards. The open standards can also be studied independent of any training, and will prepare individuals for the certification exam

A: Yes the HDI Support Center Analyst certification exam voucher is a part of the Online Classroom fees.

A: The Support Center Analyst is an  Online Classroom training is an intensive instructor led training which covers the following topics:

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 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

A:Front-line technical support staff who need to learn the critical steps required to effectively manage and prioritize incidents, reduce escalations, and master the essential customer service skills required to manage difficult customers and improve overall customer satisfaction