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Contact an Account Manager
HDI Support Center Analyst
HDI is the leader in certification and training for help desk, support center, and service desk professionals.
Support center analysts provide front line support and act as the primary contact for customers. For this reason, it is important that these help desk professionals provide the highest quality customer care with every interaction.
The HDI Support Center Analyst (HDI-SCA) course focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for help desk, support center, and customer support processes and tools, and an introduction to ITIL® processes.
“HDI provided the best training and material I’ve seen. It was very relevant to all my interests – and my career.”
Allison Virag
Credit Acceptance
What You Will Learn:
How to assess customer business needs and exceed customer expectations
Critical thinking skills to resolve incidents quickly and consistently
Active listening skills and effective communication strategies
How to identify and defuse challenging customer behavior
Ways to create win-win interactions with customers, management, and team members
An awareness of ITIL® processes
Who Should Attend:
Support staff who want to develop a knowledge and understanding of help desk and support center operations
and those who are seeking HDI Support Center AnalystCertification.
Course Prices
Includes on-line exam prep and certification exam.
Classroom
Interactive two-day course among peers.
HDI Members:
$1295 per person
Non-members:
$1395 per person
See Schedule Below
Online
10-12 hours of self-paced, economical training.
HDI Members:
$545 per person
Non-members:
$595 per person
Order Now!
Onsite
A two-day course conducted at your company’s site.
Request information
or call 1-800-248-5667.
Classroom Training Schedule
Date
Location
Course
Register
7/20 - 7/21 2009
King of Prussia, PA
HDI Support Center Analyst
Register
7/20 - 7/21 2009
Dallas, TX
HDI Support Center Analyst
Register
7/27 - 7/28 2009
San Diego, CA
HDI Support Center Analyst
Register
7/27 - 7/28 2009
Itasca, IL
HDI Support Center Analyst
Register
8/3 - 8/4 2009
Austin, TX
HDI Support Center Analyst
Register
8/4 - 8/5 2009
Minneapolis, MN
HDI Support Center Analyst
Register
8/10 - 8/11 2009
Memphis, TN
HDI Support Center Analyst
Register
8/10 - 8/11 2009
Irvine, CA
HDI Support Center Analyst
Register
8/17 - 8/18 2009
Raleigh, NC
HDI Support Center Analyst
Register
8/17 - 8/18 2009
Milwaukee, WI
HDI Support Center Analyst
Register
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Retrieving Courses...
HDI Support Center Analyst Course Outline
Unit 1: 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
Unit 2: Strategic Framework
Strategic Perspective
Service Level Agreements (SLAs)
Standard Operating Procedures (SOPs)
Business Alignment
Unit 3: Service Delivery Methods and Technology
Service Delivery Methods
Telephony Systems
Service Management Systems
Unit 4: Support Center Processes and Operations
Best Practices for IT Service Management (ITSM)
ITIL Service Support
Security Management
Knowledge Management
Quality Assurance(QA)
Unit 5: Call Handling Procedures
Total Contact Ownership
Procedures for Call Handling
Unit 6: Communication Skills
The Communication Process
Cultural Sensitivity
Vocal Elements
Active Listening
Incident Documentation
Writing Skills
Unit 7: Problem-solving and Troubleshooting Skills
Problem-solving and Types of Thinking
Questioning Skills
Solve Incidents with IMPACT
Additional Customer Service Skills to Employ During
Incident Management
Root Cause Analysis
Unit 8: Maximizing Effectiveness
Your Customer’s Psychological Needs
Handling Conflict
Strategies for Handling Difficult Customer Behaviors
Stress Management
The Power of a Service Attitude
Managing Your Use of Time
Managing Your Career