Duration
5 days
Overview
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 troubleshooting skills, call-handling procedures, incident management, communication skills, and an introduction to ITIL® processes.
Target 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.
- Individuals who are preparing for the HDI Support Center Analyst certification exam.
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.
Prerequisites
There are no formal prerequisites; it is recommended that participants have experience in the customer service domain.
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.
About the Examination:
The certification exam is based on the HDI Support Center Analyst (HDI-SCA) Certification Standard and is delivered online through the HDI Learning Center.
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 a certification exam, unless otherwise published. 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.
Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees.
Introduction
- The Evolution of the Support Center
- The Role of the Support Analyst
- The Support Center’s Role in the Business
- Strategic Perspective
- Service Level Agreement
- Standard Operating Procedures
- Business Alignment
- Service Delivery Methods
- Telephony Systems
- Service Management Systems
- Best Practices for IT Service Management
- ITIL Service Support
- Security Management
- Knowledge Management
- Quality Assurance
- Total Contact Ownership
- Procedures for Call Handling
- Service Management Systems
- Communication Process
- Cultural Sensitivity
- Vocal Elements
- Active Listening
- Incident Documentation
- Writing Skills
- Problem-Solving and Types of Thinking
- Questioning Skills
- Solve Incidents with IMPACT
- Additional Customer Service Skills
- Root Cause Analysis
- Your Customer’s Psychological Needs
- Handling Conflict
- Handling Difficult Customer Behaviours
- Stress Management
- The Power of a Service Attitude
- Managing Your Time
- Managing Your Career
Programme scope, delivery arrangements and suitability are confirmed during enquiry.