The support center analyst provides fornt line support and represents the entire organization. For this reason, it is important that the analyst provides the highest quality of customer care with every customer interaction. HDI's Support Center Analyst course focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for support center processes and tools, and an introduction to ITIL® processes.

Course Objectives

• Assess customer business needs and exceed customer expectations
• Improve critical thinking skills to resolve incidents quickly and consistently
• Satisfy customers by using active listening akills and effective communication strategies
• Identify and diffusechallenging customer behavior
• Create win-win interactions with customer behavior
• Develop an awareness of ITIL processes

Who Should Attend

Support staff who want to develop a knowledge and understanding of help desk and support center operations, and those who are seeking HDI Support Center Analyst Certification.

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