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HDAA WORKSHOP

HDAA Workshop - SVS

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HDI Support Center Analyst (SCA)

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Training Course Duration:  2 days 
Availability:   Public, OnlineOnsite Training
Prerequisites:   None 
Certification:   HDI 
Certification Exam Information
Register for a Public Course   Enquire about Onsite Training
    Take Online Course

Training Course Overview

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.

Help desk professionals and support centre analysts provide front-line 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 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.

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This training course focuses on:

  • The process of incident management - from detection & recording to closure;
  • Critical thinking skills to resolve incidents quickly & consistently;
  • The importance of total contact ownership;
  • An awareness of the core help desk processes & best practices used in service and support centers;
  • Valuable active listening skills & effective communication strategies;
  • Proven techniques for improving customer interactions; &
  • Effective support center strategies for managing difficult customers.

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Training Course Outline:

Unit 1:
Evolution of the Support Center
  Unit 5:
Call Handling Procedures
- The Evolution of the Support Center
- The Role of the Support Center Analyst
- The Support Center's Role in the Business
  - Total Contact Ownership
- Procedures for Call Handling
     
Unit 2:
Strategic Framework
  Unit 6:
Communication Skills
- Strategic Perspective
- Service Level Agreements (SLAs)
- Standard Operating Procedures (SOPs)
- Business Alignment
  - Communication Process
- Cultural Sensitivity
- Vocal Elements
- Active Listening
- Incident Documentation
- Writing Skills
     
Unit 3:
Service Delivery Methods & Technology
  Unit 7:
Problem-solving & Troubleshooting Skills
- Service Delivery Methods
- Telephony Systems
- Service Management Systems
  - Problem-Solving Skills & Types of Thinking
- Questioning Skills
- Solve Incidents with IMPACT
- Additional Customer Service Skills
- Root Cause Analysis
     
Unit 4:
Support Center Processes & Operations
  Unit 8:
Maximising Effectiveness
- Best Practice for ITSM
- ITIL Service Support
- Security Management
- Knowledge Management
- Quality Assurance (QA)
  - Your Customer's Psychological Needs
- Handling Conflict
- Handling Difficult Customer Behaviour Strategies
- Stress Management
- The Power of a Service Attitude
- Managing your Use of Time
- Managing your Career

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Who Should Attend:

  • Support Center Analysts;
  • Service Desk Analysts;
  • 1st & 2nd Level IT Support staff; &
  • Front-line technical support staff.

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Further Details:

PLEASE NOTE:
The HDI Certification Exam is included in all HDAA's HDI Public & Online Training Course pricing. 

Cost:
For pricing please to go to our Price Guide and apply appropriate member level discount or contact HDAA for an On-site Training Quote on T: 1300 130 447.

 

- View our Training Calendar.

- View our Training Courses.

- View our Learning Methods.

- View our Exam Information.

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Cancellation & Transfer Policy

For more information, please contact HDAA on T: 1300 130 447

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