HDI Technical Support Professional 2 Days Training in Irvine, CA

300 Spectrum Center Drive,Irvine CA 92618

03 June, 2021

Description

Our classroom training provides you the opportunity to interact with instructors and benefit from face-to-face instruction. Course Description: The technical support professional assists with providing support services and acts as an escalation point, providing level 2 or level 3 support, for the support center. They may work directly with customers or with other departments to resolve issues related to the organization's products and/or the IT infrastructure that enables the business. 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. Course Outline: Introduction Role of the Technical Support Professional The Support Organization’s Role in the BusinessThe Role of the Technical Support ProfessionalThe Value of the Technical Support ProfessionalStrategic Framework Strategic PerspectiveThe Service CatalogService Level ManagementStandard Operating ProceduresBusiness AlignmentSupport Center Processes and Operations Best PracticesInformation Technology Information LibraryService Operation FunctionsService Operation ProcessesService Design ProcessesService Design ProcessesService Transition ProcessesContinual Service Improvement Continual Service ImprovementQuality AssuranceMetricsPerformance ReportingSupport Delivery Methods & Technology Support Center InfrastructureSupport Delivery MethodsCloud ServicesRemote ManagementService Management SystemsCommunication Skills Communicating with StakeholdersCommunication BarriersCommunication FiltersCommunication EnablersGlobal CommunicationVocal ElementsBody LanguageActive ListeningCustomer Management Skills Your Customer’s Psychological NeedsEmpathyEmotional IntelligenceHandling ConflictsCustomer Competency LevelsProblem Solving & Troubleshooting Skills Your Problem Solving ApproachThe Incident Management ProcessProblem Investigation and DiagnosisRoot Cause AnalysisEffective DocumentationTeamwork Time Management, & Stress Management TeamworkTime Management SkillsStress Management SkillsTarget Audience: Technical support professionals who serve as the escalation point for one or more support centers and desktop support teams. Learning Objectives: Customer service Best PracticesCommunications skillsService Management Best Practices and termsImportance of being responsive to incident escalation and the need to log information properlyPurpose and value of quality assurance monitoringMetrics used to monitor individual and team performance and to determine key success factorsKnowledge Management Best PracticesHow to improve problem solving and problem ManagementHow to improve teamwork and relationshipsCourse Agenda: Day 1 Support Center OverviewStrategic FrameworkSupport Center Processes and OperationsContinual Service Improvement (CSI)Support Delivery Methods & TechnologyDay 2 Communication SkillsCustomer Management SkillsProblem Solving & Troubleshooting SkillsTeamwork, Time Management, & Stress Management