HDI Support Center Analyst (HDISCA) training focuses on support center strategies for effective customer service, emphasizing problem-solving and trouble-shooting skills, contact handling procedures, incident management, communication skills, and an introduction to service management process. Training
What is HDI support center analyst (HDI-SCA)?
HDI Support Center Analyst (HDI-SCA) training focuses on strategies for effective customer service, emphasizing troubleshooting skills, contact handling procedures across multiple delivery channels, communication and customer service skills, incident management, and an introduction to ITIL® processes.
Why do you need support center analyst training?
It is vital that these IT service professionals provide the highest quality customer care to every customer on every contact. Through HDI's Support Center Analyst training, your team can learn the critical skills required to do so. Get an inside look at HDI’s Customer Service Representative course, with lessons from the official workbook!
What is HDI certification?
Those who meet the HDI standards for certification have proven that all aspects of IT support and ITSM operations are fully optimized. The process is simple: HDI conducts an audit of your IT support center, and if you meet the requirements, the certification is yours.
What does a service and Support Analyst do?
Service and support analysts provide front line technical support and act as the primary point of contact for customers. It is vital that these IT service professionals provide the highest quality customer care to every customer on every contact.
How to become an HDI certified support center?
To become an HDI Certified Support Center, your support center must achieve a minimum score in each of eight categories, as well as a minimum overall score. An on-site audit of your support center will be conducted by an HDI Certified Auditor.
What is HDI certification?
The certification is based on the HDI Support Center Standard, an internationally recognized standard developed by the HDI International Certification Standards Committee. This committee is comprised of support industry practitioners and experts from across the world.
How long is HDI certification valid?
The certification is valid for two years. To maintain the certification, your support center must demonstrate a continued commitment to the HDI Support Standard by passing a renewal audit every two years following the initial certification.
What are the responsibilities of a support center analyst?
The responsibilities of the support center analyst in the knowledge management are to: > Use the knowledge base before seeking to solve an incident. > Fix knowledge that is incorrect or incomplete, if authorized. > Flag knowledge that is incorrect or incomplete if not authorized to fix it.
Why is emotional intelligence important to support center analysts?
Emotional Intelligence is important to the role of the support center analyst because: > It is important to understand a customer's emotional need as well as their business need.
What are the benefits of deskside support?
Benefits of deskside support include: > On-on-one, face-to-face communication with the customer, which establishes better rapport. > Analysts can view the environment from the customer's perspective. > Better understanding of user situation and environment.
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.
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
Schedule
The certification exam is included with training purchased. It may also be purchased separately. The exam must be completed within 12 weeks of purchase.
