HDI® Support Center Analyst

Duration:

10-12 hours

Audience: 

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

Learning Objectives: 

• 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.

Delivery: 

• Online, self-paced training allows participants to train at their own speed, permitting them to concentrate on areas of specific need. They can train from any computer with Internet access, and the course takes about 10-12 hours to complete.
• Learn virtually anytime, anyplace, and at any pace.
• Online training is the most cost effective means for employees to achieve certification particularly for companies with remote employees or multiple office locations.
• Ramp up employees quickly. Courses can be activated in as short as 24 hours.

Certification:

This certification verifies that front-line technical support professionals possess the knowledge and skills required to provide quality service and support. It ensures they understand service management processes and best practices, while providing a competitive edge for career advancement.

Course Contents

Module 1: The Evolution of the Support Center

• The Evolution the Support Center
• The Role of Desktop Support Technician
• 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

• The 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
• Difficult Customer Behaviors
• Stress Management
• The Power of a Service Attitude
• Managing Your Time
• Managing Your Career

Prerequisites

• There are no formal prerequisites; it is recommended that participants have experience in the customer service domain.

Exam details

• The certification exam is based on the HDI Support Center Analyst Certification Standard and is delivered online.
• Each exam consists of 65 multiple choice questions and must be completed in 75 minutes.
• A minimum score of 80 percent is required to pass.
• Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.
• Exam vouchers sold separately to training