HDI Support Center Analyst

Buy Now	Online Course	HDI Members	Non- Members	Includes Exam
	HDI Support Center Analyst	$545	$595

Give your front line analyst the skills to succeed.

As the primary contact for customers, front line analysts must convey confidence, empathy, and refined customer service skills in order to improve satisfaction ratings. The HDI Support Center Analyst course focuses on strategies for effective customer care and problem resolution, as well as fundamental support center processes and tools and an introduction to ITIL processes.

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

Course Details

Seat Time: 10–12 hours
Pre-requisites: None
Certification: HDI Support Center Analyst
Who should participate: Support staff who want to develop a knowledge and understanding of help desk and support center operations and anyone seeking HDI Support Center Analyst certification

Technical Specs

Operating System	Windows 2000/XP/Vista
RAM	Minimum: 500 MB, Recommend: 1.0 GB
Browser	IE6, IE7
Bandwidth	Minimum: DSL, Recommend: Broadband
Resolution	1024 x 768
Processor	Minimum: 1.0 GHz, Recommend: 2.0 GHz
Plugins	Download Flash (v.7) Download DirectX (v.9) Download Adobe Reader Download QuickTime (v.7)