HDI Support Center Analyst

Course Code: 2536

Develop the skills to create exceptional customer experiences.

Help desk professionals and support center analysts provide front-line 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.
In HDI Support Center Analyst, you will learn strategies for effective customer service,
emphasizing problem-solving and troubleshooting skills, call-handling procedures, incident
management, communication skills, and an introduction to ITIL processes.
This course is designed to assist you in preparing for the HDI Support Center Analyst
(HDI-SCA) certification exam. Instructors reinforce core concepts of the certification standard
and provide skills-building opportunities. The certification exam is included with your purchase,
and you must take the exam within 12 weeks of course completion.

What You'll Learn

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

Who Needs to Attend

Front-line technical support staff who need to learn the critical steps required to
effectively manage and prioritize incidents, reduce escalations, and 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

HDI Support Center Analyst

Course Code: 2536
CLASSROOM LIVE

$1,495 USD
2 days

Classroom Live Outline

1. Evolution of the Support Center
Evolution of the Support Center
Role of the Support Analyst
Support Center's Role in the Business
2. Strategic Framework
Strategic Perspective
Service Level Agreements
Standard Operating Procedures
Business Alignment
3. Service Delivery Methods and Technology
Service Delivery Methods
Telephony Systems
Service Management Systems
4. Support Center Processes and Operations
Best Practices for IT Service Management
ITIL Service Support
Security Management
Knowledge Management
Quality Assurance
5. Call Handling Procedures
Total Contact Ownership
Procedures for Call Handling
6. Communication Skills
Communication Process
Cultural Sensitivity
Vocal Elements
Active Listening

 Incident Documentation
Writing Skills
7. 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
8. 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

Nov 28 - 29, 2016 | 8:00 AM - 5:00 PM | ATLANTA, GA

Nov 28 - 29, 2016 | 8:00 AM - 5:00 PM | DALLAS, TX
Dec 1 - 2, 2016 | 8:00 AM - 5:00 PM | DENVER, CO
Dec 5 - 6, 2016 | 8:00 AM - 5:00 PM | WASHINGTON, DC

HDI Support Center Analyst

Course Code: 2536
VIRTUAL CLASSROOM LIVE

$1,495 USD
2 days

Virtual Classroom Live Outline

1. Evolution of the Support Center
Evolution of the Support Center
Role of the Support Analyst
Support Center's Role in the Business
2. Strategic Framework
Strategic Perspective
Service Level Agreements
Standard Operating Procedures
Business Alignment
3. Service Delivery Methods and Technology
Service Delivery Methods
Telephony Systems
Service Management Systems
4. Support Center Processes and Operations
Best Practices for IT Service Management
ITIL Service Support
Security Management
Knowledge Management
Quality Assurance
5. Call Handling Procedures
Total Contact Ownership
Procedures for Call Handling
6. Communication Skills
Communication Process
Cultural Sensitivity
Vocal Elements
Active Listening

 Incident Documentation
Writing Skills
7. 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
8. 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

Dec 6 - 7, 2016 | 8:30 AM - 4:30 PM EST

HDI Support Center Analyst

Course Code: 2536
SELF-PACED

$699 USD
1 day

Self-Paced Outline
1. Evolution of the Support Center
Evolution of the Support Center
Role of the Support Analyst
Support Center's Role in the Business
2. Strategic Framework
Strategic Perspective
Service Level Agreements
Standard Operating Procedures
Business Alignment
3. Service Delivery Methods and Technology
Service Delivery Methods
Telephony Systems
Service Management Systems
4. Support Center Processes and Operations
Best Practices for IT Service Management
ITIL Service Support
Security Management
Knowledge Management
Quality Assurance
5. Call Handling Procedures
Total Contact Ownership
Procedures for Call Handling
6. Communication Skills
Communication Process
Cultural Sensitivity
Vocal Elements
Active Listening

 Incident Documentation
Writing Skills
7. 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
8. 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

HDI Support Center Analyst

Course Code: 2536
PRIVATE GROUP TRAINING

2 days

Visit us at www.globalknowledge.com or call us at 1-866-716-6688.

Date created: 10/18/2016 1:52:50 AM
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