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HDI - ITSM Consulting Company

HDI Support Center Analyst (HDI-SCA)

Certification

After completing our comprehensive training program, your team members will have the opportunity to earn their HDI Support Center Analyst (HDI-SCA) certification. This certification serves as a testament to their expertise in enhancing support center strategies and delivering exceptional customer service. It highlights their proficiency in problem-solving, troubleshooting, effective contact handling, incident management, and communication skills, while also introducing them to foundational service management processes.

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Training

Are you looking to enhance your support center strategies and take your customer service skills to the next level? Look no further than the HDI Support Center Analyst (HDI-SCA) training program. This program equips professionals with essential skills to deliver exceptional support experiences, maximizing problem-solving and troubleshooting abilities.

Key Features of the HDI-SCA Training Program

Comprehensive Focus:

  • Contact handling procedures
  • Incident management
  • Communication skills
  • Service management processes

Holistic Skills Development:

  • Beyond technical expertise
  • Enhances overall customer service capabilities 

Impact:

  • Leaves a lasting impact on your team
  • Improves customer satisfaction

Course Sneak Peek
Get an inside look at HDI’s Support Center Analyst course, with lessons from the official workbook!

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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 value of service management processes and the role they play in providing quality support.
  • An awareness of the core help desk processes and best practices.
  • 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 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

Course Outline

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
HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description
ITIL Accredited Training Organization
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.