Phone: +40 21 4106000
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"Never Stop Learning!"
Anthony J. D'Angelo

Course type Location Date Price    
PRINCE2® Foundation Bucuresti 13 Dec 2021 4.000 Book
PRINCE2® Found & Pract Bucuresti 13 Dec 2021 6.700 Book
ITIL® 4 Managing Professional Transition Bucuresti 13 Dec 2021 6.500 Book
AGILE PM Foundation Bucuresti 13 Dec 2021 3.900 Book
AGILE PM Found & Pract Bucuresti 13 Dec 2021 6.700 Book
Available places: [0-2]   [3-5] [6-MAX]
The prices are in RON no VAT.

Support Center Analyst

HDICertification : 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.

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