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HDI Support Center Analyst

CLASSROOM TRAINING

Our classroom training provides you the opportunity to interact with instructors and benefit from face-to-face instruction.

CORPORATE TRAININGS

Our Corporate training provides you the opportunity to interact with instructors and benefit from face-to-face instruction.

VIRTUAL TRAINING

Catering to the demands of busy professionals, our virtual training programs are as effective as face-to-face learning.

TRAINING HIGHLIGHTS

High quality training from

Certified & Industry Experts

Earn 16 PDUs

Course Completion Certificates

Extensive documentation provided

Reimbursement guaranteed if the training is not satisfied

Our approach is both practical and inspirational. Our training is carefully designed and tested to develop the key skills and confidence needed while being highly participatory and fun

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.

Module 1 : The Evolution of the Support Center

●     The Evolution of the Support Center
●     The Role of the Support Analyst
●     The Support Center’s Role in the Business

Module 2 : Strategic Framework

●     Strategic Perspective
●     Service Level Agreement
●     Standard Operating Procedures
●     Business Alignment

Module 3 : Service Delivery Methods and Technology

●     Service Delivery Methods
●     Telephony Systems
●     Service Management Systems

Module 4 : Support Center Processes and Operations

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

Module 5 : Call Handling Procedures

●     Total Contact Ownership
●     Procedures for Call Handling
●     Service Management Systems

Module 6 : Communication Skills

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

Module 7 :  Problem-Solving and Troubleshooting Skills

●     Problem-Solving and Types of Thinking
●     Questioning Skills
●     Solve Incidents with IMPACT
●     Additional Customer Service Skills
●     Root Cause Analysis

Module 8 : Maximizing Effectiveness

●     Your Customer’s Psychological Needs
●     Handling Conflict
●     Handling Difficult Customer Behaviors
●     Stress Management
●     The Power of a Service Attitude
●     Managing Your Time
●     Managing Your Career
●     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.

Day 1

 

Module 1 : The Evolution of the Support Center

●      The Evolution of the Support Center
●      The Role of the Support Analyst
●      The Support Center’s Role in the Business

Module 2 : Strategic Framework

●      Strategic Perspective
●      Service Level Agreement
●      Standard Operating Procedures
●      Business Alignment

Module 3 : Service Delivery Methods and Technology

●      Service Delivery Methods
●      Telephony Systems
●      Service Management Systems

Module 4 : Support Center Processes

●      and Operations
●      Best Practices for IT Service Management
●      ITIL Service Support
●      Security Management
●      Knowledge Management
●      Quality Assurance

Day 2

 

Module 5 : Call Handling Procedures

●      Total Contact Ownership
●      Procedures for Call Handling
●      Service Management Systems

Module 6 : Communication Skills

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

Module 7 : Problem-Solving and Troubleshooting Skills

●      Problem-Solving and Types of Thinking
●      Questioning Skills
●      Solve Incidents with IMPACT
●      Additional Customer Service Skills
●      Root Cause Analysis

Module 8 : Maximizing Effectiveness

●      Your Customer’s Psychological Needs
●      Handling Conflict
●      Handling Difficult Customer Behaviors
●      Stress Management
●      The Power of a Service Attitude
●      Managing Your Time
●      Managing Your Career
●     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.

What Does Mangates provide me on the day of the course?

We provide Course Materials, Course Completion Certificate and Refreshements

Do you provide Placements?

Placements are not guaranteed, however you can ask our trainer for the help as our trainer has contacts with corporate.

Do you provide a group discount for classroom training programs?

We do Provide Group Discounts such as 10% for group of 3, 15% for group of 5 and 20% for the group of 10 people.

If I cancel my enrolment, how can I claim my Refund?

You can request a refund by sending an email to info@mangates.com and within 7 working days you get your money back.

Mangates Tech Solutions Pvt Ltd is an Affiliate of ITpreneurs Nederland B.V, an Accredited Training Organisations of the APMG Group Limited for the following products AgilePM®, APMG-International Managing Benefits™, APMG-International Change Management™, COBIT®5, and APMG-International™ ISO/IEC 20000

Contact Us

USA/Canada: +1 469 666 9332
Australia: + 61(0) 2 80155605

Accreditations

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