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 Topics:
Module 1 : The Evolution of the Support Center
●     The Evolution of the Support Center
●     The Role of the Support Analyst
●     The Support Center’s Role in the Business
Module 2 : Strategic Framework
●     Strategic Perspective
●     Service Level Agreement
●     Standard Operating Procedures
●     Business Alignment
Module 3 : Service Delivery Methods and Technology
●     Service Delivery Methods
●     Telephony Systems
●     Service Management Systems
Module 4 : Support Center Processes and Operations
●     Best Practices for IT Service Management
●     ITIL Service Support
●     Security Management
●     Knowledge Management
●     Quality Assurance
Module 5 : Call Handling Procedures
●     Total Contact Ownership
●     Procedures for Call Handling
●     Service Management Systems
Module 6 : Communication Skills
●     Communication Process
●     Cultural Sensitivity
●     Vocal Elements
●     Active Listening
●     Incident Documentation
●     Writing Skills
Module 7 :  Problem-Solving and Troubleshooting Skills
●     Problem-Solving and Types of Thinking
●     Questioning Skills
●     Solve Incidents with IMPACT
●     Additional Customer Service Skills
●     Root Cause Analysis
Module 8 : Maximizing Effectiveness
●     Your Customer’s Psychological Needs
●     Handling Conflict
●     Handling Difficult Customer Behaviors
●     Stress Management
●     The Power of a Service Attitude
●     Managing Your Time
●     Managing Your Career
 Learning Goals:
●     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
 Module 1 : The Evolution of the Support Center
●      The Evolution of the Support Center
●      The Role of the Support Analyst
●      The Support Center’s Role in the Business
Module 2 : Strategic Framework
●      Strategic Perspective
●      Service Level Agreement
●      Standard Operating Procedures
●      Business Alignment
Module 3 : Service Delivery Methods and Technology
●      Service Delivery Methods
●      Telephony Systems
●      Service Management Systems
Module 4 : Support Center Processes
●      and Operations
●      Best Practices for IT Service Management
●      ITIL Service Support
●      Security Management
●      Knowledge Management
●      Quality Assurance
Day 2
 Module 5 : Call Handling Procedures
●      Total Contact Ownership
●      Procedures for Call Handling
●      Service Management Systems
Module 6 : Communication Skills
●      Communication Process
●      Cultural Sensitivity
●      Vocal Elements
●      Active Listening
●      Incident Documentation
●      Writing Skills
Module 7 : Problem-Solving and Troubleshooting Skills
●      Problem-Solving and Types of Thinking
●      Questioning Skills
●      Solve Incidents with IMPACT
●      Additional Customer Service Skills
●      Root Cause Analysis
Module 8 : Maximizing Effectiveness
●      Your Customer’s Psychological Needs
●      Handling Conflict
●      Handling Difficult Customer Behaviors
●      Stress Management
●      The Power of a Service Attitude
●      Managing Your Time
●      Managing Your Career
Who can 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.

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