Pre-6: HDI Support Center Analyst
Start |
Dates |
Duration |
Certification Exam Included |
Price |
HDI Member Price |
Monday |
4/23 – 4/24 |
2 days |
Yes |
$1,395 |
$1,295 |
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’s Support Center Analyst training focuses on strategies for effective customer service and emphasizes problem-solving and troubleshooting skills, call-handling procedures, incident management, communication skills, and an introduction to ITIL processes.
What You Will Learn
-
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
Who Should Attend
Frontline technical support staff who need to learn the critical steps required to effectively manage and prioritize incidents, reduce escalations, and master the essential customer service skills required to manage difficult customers and improve overall customer satisfaction.
Course Outline
Unit 1: Evolution of the Support Center
Evolution of the Support Center
Role of the Support Analyst
Support Center’s Role in the Business
Unit 2: Strategic Framework Strategic Perspective
Service Level Agreements
Standard Operating Procedures
Business Alignment
Unit 3: Service Delivery Methods and Technology
Service Delivery Methods
Telephony Systems
Service Management Systems
Unit 4: Support Center Processes and Operations
Best Practices for IT Service Management
ITIL Service Support
Security Management
Knowledge Management
Quality Assurance
Unit 5: Call Handling Procedures
Total Contact Ownership
Procedures for Call Handling |
Unit 6: Communication Skills
Communication Process
Cultural Sensitivity
Vocal Elements
Active Listening
Incident Documentation
Writing Skills
Unit 7: 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
Unit 8: 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 |
Two-Day Course Includes
Instruction, online certification exam, breakfast, and breaks
Presented by Rae Ann Bruno
Rae Ann Bruno is an ITIL-certified instructor with more than fifteen years of management experience emphasizing process re-engineering, employee development, and the business alignment of IT services. Formerly the vice president of strategic relations for Previo, Rae Ann consulted with Previo customers on process re-engineering and best practices and trained support professionals on industry best practices. Additionally, Rae Ann has authored many industry articles and white papers. Prior to joining Previo, Rae Ann was the director of IT customer service for Siemens Energy & Automation (SE&A).
Register Now | Download Course Description