HDI Technical Support Professional
About this Course
The technical support professional is a role that individuals assume when they assist with providing support services. This certification verifies that a person in this role understands the skills to serve as an escalation point for providing level 2 or level 3 support. They may work directly with customers or with other departments to resolve issues related to the organizations products and/or the IT infrastructure that enables the business.
For all members of the support chain, this certification ensures professionals are equipped to provide superior technical support.
The HDI Technical Support Professional training focuses on customer service and service management best practices, emphasizing responsive incident escalation, the importance of metrics measurement, knowledge management, problem management, improving teamwork, and stress management.
Audience Profile
- Technical support professionals who serve as the escalation point for one or more support centers and desktop support teams
- Individuals who are preparing for the HDI Technical Support Professional certification exam
Course Content
During this course, students will discuss:
- Customer service skills
- Communications skills
- Problem solving and troubleshooting skills
- Service management best practices
- Understand the importance of being responsive to incident escalation
- Documentation skills
- Knowledge management best practices
- Improving teamwork and relationships
Course Outline
Unit 1: Support Center Overview
- The Support Organization’s Role in Business
- Role of the Technical Support Professional
- Value of the Technical Support Professional
Unit 2: Strategic Framework
- Strategic Perspective
- The Service Catalog
- Service Level Management
- Standard Operating Procedures
- Business Alignment
Unit 3: Support Processes and Operations
- Best Practices
- ITIL
- Service Operation Functions
- Service Operation Processes
- Service Design Processes
- Service Transition Processes
Unit 4: Continual Service Improvement Process
- Continual Service Improvement
- Quality Assurance
- Metrics
- Performance Reporting
Unit 5: Support Delivery Methods & Technology
- Support Center Infrastructure
- Support Delivery Methods
- Cloud Services
- Remote Management
- Service Management Systems
Unit 6: Communication Skills
- Communicating with Stakeholders
- Communication Barriers
- Communication Filters
- Communication Enablers
- Global Communication
- Vocal Elements
- Body Language
- Active Listening
Unit 7: Customer Management Skills
- Your Customer’s Pyschological Needs
- Empathy
- Emotional Intelligence
- Handling Conflict
- Customer Competency Levels
Unit 8: Problem-Solving and Troubleshooting Skills
- Problem-Solving Approach
- Questioning Skills
- Handling Escalations
- Investigation and Diagnosis
- Root Cause Analysis
- Effective Documentation
Unit 9: Teamwork, Time Management, and Stress Management
- Teamwork
- Time Management Skills
- Stress Management Skills
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