HDI Technical Support Professional

Course Duration: 2 days

What You Will Learn

• Customer service best practices
• Communications skills
• Service management best practices and terms
• Importance of being responsive to incident escalation and the need to log information properly
• Purpose and value of quality assurance monitoring
• Metrics used to monitor performance of the team, the individual, and how success is determined
• Knowledge management best practices
• How to improve problem solving and problem management
• How to improve teamwork and relationships

Who Should Attend?

• 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 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