HDI Support Center Analyst

HDI Support Center Analyst training focuses on strategies for effective customer service, emphasizing problem-solving and troubleshooting skills, call-handling procedures, incident management, communication skills, and an introduction to ITIL® processes.

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

 

Evolution of the Support Center

  • Evolution of the Support Center
  • Role of the Support Analyst
  • Support Center’s Role in the Business

Strategic Framework

  • Strategic Perspective
  • Service Level Agreements
  • Standard Operating Procedures
  • Business Alignment

Service Delivery Methods and Technology

  • Service Delivery Methods
  • Telephony Systems
  • Service Management Systems

Support Center Processes and Operations

  • Best Practices for IT Service Management
  • ITIL Service Support
  • Security Management
  • Knowledge Management
  • Quality Assurance

Call Handling Procedures

  • Total Contact Ownership
  • Procedures for Call Handling

Communication Skills

  • Communication Process
  • Cultural Sensitivity
  • Vocal Elements
  • Active Listening
  • Incident Documentation
  • Writing Skills

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

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