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.

Certification: HDI Support Center Analyst (HDI-SCA)

Duration: 2 Days

Domain: Information Management

Delivery Method: Blended, Classroom, Virtual Classroom

Accreditor: HDI

Available Languages: English, Spanish

Purchase Options: Pay Per Use Courseware

• 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

At the end of this course, you will be able to:

• Learn the process of incident management, from detection and recording to closure.
• Learn critical thinking skills to resolve incidents quickly and consistently.
• Understand the value of service management processes and the role they play in providing quality support.
• Aware of the core help desk processes and best practices.
• Learn valuable active listening skills and effective communication strategies.
• Learn proven techniques for improving customer interactions.
• Understand effective support center strategies for managing difficult customers.

Unit 1: Role of the Support Center Analyst

• Support Industry Evolution
• The Role of the Analyst
• The Value of the Analyst
• The Future of Service and Support

Unit 2: Structural Framework of Service and Support

• Understanding the Business
• Structural Components Overview
• Strategy
• Services
• Service Level Management
• Standard Operating Procedures
• Business Alignment

Unit 3: Service Management Processes

• Best Practices for Service and Support
• Incident Management
• Request Fulfillment
• Access Management
• Security Management
• Knowledge Management

Unit 4: Tools, Technology, and Service Delivery

• Systems Thinking Approach
• ITIL Support Tools and Technology
• Support Delivery Methods
• Social Media

Unit 5: Understanding Metrics

• Systems Thinking – Applied to Metrics
• Metrics
• Dashboards
• Quality Assurance

Unit 6: Communication Essentials

• Communication Essentials
• Active Listening
• Voice Components
• Effective Word Choices
• Written Communication
• Effective Cross-Cultural Communication

Unit 7: Troubleshooting & Incident Management

• Troubleshooting and Problem-Solving
• The Incident Management Process

Unit 8: Customer Management Skills

• Challenging Customer Behaviors
• Emotional Intelligence
• Expressing Empathy
• Managing Customer Behaviors

Unit 9: Personal & Professional Development

• SWOT Assessment
• Personal Development Skills Overview
• Time Management
• Stress Management
• Managing Your Career