HDI Technical Support Professional 2 Days Training in Irvine, CA

300 Spectrum Center Drive,Irvine CA 92618

02 September, 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 Click here to subscribe to our text messages. Who we are Mangates is one of the Leading Competency developers, Mangates has developed a proven foundation for building specialized training programs. No matter which Mangates training division you are working with, you can expect the same high-quality training experience and expertise that makes Mangates stand out above the competition. All of our instructors are recognized experts in their fields with hands-on experience on the topics they teach. We combine proven adult educational training methods with leading-edge industry expertise to provide you an exceptional training experience. Every instructor must meet rigorous standards with the proven background in their given field of expertise. It is the difference that our customers covet and participant appreciates at the completion of the course. What we do We deliver training solutions to Corporate, Government Agencies, Public sectors, Multinational organizations and Private Individuals. Our Primary focus is to train in a wide range of areas from IT Technical, Personal Development, Human Resources and Management Courses to Project, Program and IT Service Management. We have most experienced trainers in the Industry. Our Trainers are highly skilled in their subject areas and are uniquely positioned to provide participants with deep industry experience. They are motivated to transfer knowledge through practical support post and pre-training to provide participants with additional support outside the classroom.     https://www.youtube.com/watch?v=ca-9iJ4zw0Q