HDI Support Center Analyst

Course Duration: 2 days

What You Will Learn

• 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

Who Should Attend?

• 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

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