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Support Center Analyst

HDICertificare : HDI Support Center Analyst
Durata : 2 Zile + Examen
Metoda livrare curs : Instructor
Limba : Romana / Engleza 

 


  

Introducere in curs:

Analist Centru de Suport furnizeaza prima linie de suport si de obicei este contactul primar cu, clientul. Din aceste motiv, este important ca analistul sa furnizeze cel mai inalt grad de calitate in suport pentru fiecare interactiune cu clientii.

Descriere curs:

Cursul HDI Support Center Analyst se concentreaza pe strategii eficiente de gestionare si rezolvare a problemelelor clientilor, precum si fundamentele proceselor si intrumentelor centrelor de suport, si o introducere in procesele ITIL®

Continutul acoperit in acest curs include:

  • Cum sa evaluati necesitatile de business si sa depasiti asteptarile clientilor
  • Abilitati critice de gandire pentru a rezolva rapid si consistent incidentele
  • Abilitati de ascultarea activa si strategii de comunicare efectiva
  • Cum sa identificati si sa gestionati atitudini agresive ale clientilor
  • Moduri de a crea interactiuni win-win cu, clientii, managementul, si membrii echipei
  • Un sumar al proceselor ITIL®

Audienta:

Personal de suport ce doreste a-si dezvolta intelegerea despre help desk si operatiuni ale centrelor de suport, si celor care doresc certificarea HDI Support Center Analyst.

Cunostinte necesare:

Nu sunt necesare.

Acreditare:

Examenul de certificare este inclus in acest curs. Instructiunile de programare la examen se obtin in timpul cursului.

Activitati in curs:

  • Predare in clasa.
  • Exercitii individuale si de grup.

Materiale de curs:

Inclus in curs:

  • Copii ale materialelor de prezentare folosite in clasa
  • Examen HDI Support Center Analyst
  • Masa de pranz, pauze de cafea

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