| Course type | Location | Date | Price | ||
|---|---|---|---|---|---|
| ISO20000 Foundation | Online | 08 May 2024 | 4.800 |
|
Book |
| PRINCE2® Foundation | Online | 13 May 2024 | 5.100 |
|
Book |
| PRINCE2® Found & Pract | Online | 13 May 2024 | 9.300 |
|
Book |
| ITIL® 4 Create, Deliver and Support | Online | 13 May 2024 | 6.800 |
|
Book |
| ITIL® 4 Foundation | Online | 20 May 2024 | 5.100 |
|
Book |
|
Available places:
 [0-2] [3-5]  [6-MAX]
The prices are in RON no VAT.
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Support Center Analyst
Certification : HDISupportCenterAnalyst
Duration : 2 Day + Exam
Course Delivery : Interactive two-day course among peers
Language : Romanian / English
Course Introduction:
The support center analyst provides front line support and is often the primary customer contact. For this reason, it is important that the analyst provide the highest quality customer care with every interaction.
Course Description:
The HDI 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
The content covered in this course includes:
- How to assess customer business needs and exceed customer expectations
- Critical thinking skills to resolve incidents quickly and consistently
- Active listening skills and effective communication strategies
- How to identify and defuse challenging customer behavior
- Ways to create win-win interactions with customers, management, and team members
- An awareness of ITIL® processes
Audience:
Support staff who want to develop an understanding of help desk and support center operations, and those who are seeking HDI Support Center Analyst Certification.
Prerequisites:
None.
Accreditaion:
The certification exam is included with the purchase of this course. Instructions on scheduling the exam are provided upon course completion.
Course activities:
- Classroom lecturing.
- Individual and group assignments.