HDI Support Center Analyst 2 Days Training in Irvine, CA

301 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: Help desk professionals and support center analysts provide frontline support and act as the primary contact for customers. It is important that these service desk professionals provide the highest quality customer care with every interaction. HDI Support Center Analyst (HDI-SCA) training focuses on help desk strategies for effective customer service, emphasizing problem-solving and trouble-shooting skills, call-handling procedures, incident Management, communication skills, and an introduction to ITIL® Processes. Course Outline: Module1: The Evolution of the Support Center The Evolution of the Support CenterThe Role of the Support AnalystThe Support Center’s Role in the BusinessModule2: Strategic Framework Strategic PerspectiveService Level AgreementStandard Operating ProceduresBusiness AlignmentModule3: Service Delivery Methods and Technology Service Delivery MethodsTelephony SystemsService Management SystemsModule4: Support Center Processes and Operations Best Practices for IT Service ManagementITIL Service SupportSecurity ManagementKnowledge ManagementQuality AssuranceModule5: Call Handling Procedures Total Contact OwnershipProcedures for Call HandlingService Management SystemsModule6: Communication Skills Communication ProcessCultural SensitivityVocal ElementsActive ListeningIncident DocumentationWriting SkillsModule7: Problem-Solving and Troubleshooting Skills Problem-Solving and Types of ThinkingQuestioning SkillsSolve Incidents with IMPACTAdditional Customer Service SkillsRoot Cause AnalysisModule8: Maximizing Effectiveness Your Customer’s Psychological NeedsHandling ConflictHandling Difficult Customer BehaviorsStress ManagementThe Power of a Service AttitudeManaging Your TimeManaging Your CareerTarget Audience: 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.Learning 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.Proven techniques for improving customer interactions.Effective support center strategies for managing difficult customers.Course Agenda: Day 1 Module1: The Evolution of the Support Center The Evolution of the Support CenterThe Role of the Support AnalystThe Support Center’s Role in the BusinessModule2: Strategic Framework Strategic PerspectiveService Level AgreementStandard Operating ProceduresBusiness AlignmentModule3: Service Delivery Methods and Technology Service Delivery MethodsTelephony SystemsService Management SystemsModule4: Support Center Processes and OperationsBest Practices for IT Service ManagementITIL Service SupportSecurity ManagementKnowledge ManagementQuality AssuranceDay 2 Module5: Call Handling Procedures Total Contact OwnershipProcedures for Call HandlingService Management SystemsModule6: Communication Skills Communication ProcessCultural SensitivityVocal ElementsActive ListeningIncident DocumentationWriting SkillsModule7: Problem-Solving and Troubleshooting Skills Problem-Solving and Types of ThinkingQuestioning SkillsSolve Incidents with IMPACTAdditional Customer Service SkillsRoot Cause AnalysisModule8: Maximizing Effectiveness Your Customer’s Psychological NeedsHandling ConflictHandling Difficult Customer BehaviorsStress ManagementThe Power of a Service AttitudeManaging Your TimeManaging Your Career