HDI Support Center Analyst (HDI-SCA)

PT0540
Training Summary
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.
Prerequisites
There are no prerequisites for this course.
Duration
2 Days/Lecture & Lab
Audience
This course is designed for: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 Topics
  • Evolution of the Support Center
  • Strategic Framework
  • Service Delivery Methods and Technology
  • Support Center Processes and Operations
  • Call Handling Procedures
  • Communication Skills
  • Problem-Solving and Troubleshooting Skills
  • Maximizing Effectiveness

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