HDI Support Center Analyst (HDI – SCA)
Overview
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.
Objectives
- 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
Course Outline
Evolution of the Support Center
- Evolution of the Support Center
- Role of the Support Analyst
- Support Center’s Role in the Business
Strategic Framework
- Strategic Perspective
- Service Level Agreements
- Standard Operating Procedures
- Business Alignment
Service Delivery Methods and Technology
- Service Delivery Methods
- Telephony Systems
- Service Management Systems
Support Center Processes and Operations
- Best Practices for IT Service Management
- ITIL Service Support
- Security Management
- Knowledge Management
- Quality Assurance
Call Handling Procedures
- Total Contact Ownership
- Procedures for Call Handling
Communication Skills
- Communication Process
- Cultural Sensitivity
- Vocal Elements
- Active Listening
- Incident Documentation
- Writing Skills
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
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
