HDI Support Center Analyst (HDI-SCA)

About this Course

Help desk professionals and support center analysts provide frontline 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.

HDI Support Center Analyst training focuses on strategies for effective customer service, emphasizing problem-solving and troubleshooting skills, call-handling procedures, incident management, communication skills, and an introduction to ITIL^® processes.

This certification verifies that front-line technical support professionals possess the knowledge and skills required to provide quality service and support. It ensures they understand service management processes and best practices, while providing a competitive edge for career advancement.

These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.

• Minimize the impact on your daily schedule by only training eight hours a day for two days.
• Learn only what you need to with targeted, topic-specific courses.
• Ask questions and interact with the instructor.

Audience Profile

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

Individuals who are preparing for the HDI Support Center Analyst certification exam

At Course Completion

• 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 Outline

Unit 1: Evolution of the Support Center

• Evolution of the Support Center
• Role of the Support Analyst
• Support Center’s Role in the Business

Unit 2: Strategic Framework

• Strategic Perspective
• Service Level Agreements
• Standard Operating Procedures
• Business Alignment

Unit 3: Service Delivery Methods and Technology

• Service Delivery Methods
• Telephony Systems
• Service Management Systems

Unit 4: Support Center Processes and Operations

• Best Practices for IT Service Management
• ITIL Service Support
• Security Management
• Knowledge Management
• Quality Assurance

Unit 5: Call Handling Procedures

• Total Contact Ownership
• Procedures for Call Handling

Unit 6: Communication Skills

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

Unit 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

Unit 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