HDI Technical Support Professional Eğitimi

HDI Technical Support Professional Eğitimi

HDI Technical Support Professional Training

Course Description:

The technical support professional assists with providing support services and acts as an escalation point, providing level 2 or level 3 support, for the support center. They may work directly with customers or with other departments to resolve issues related to the organization’s products and/or the IT infrastructure that enables the business.

The HDI Technical Support Professional training focuses on customer service and service management best practices, emphasizing responsive incident escalation, the importance of metrics measurement, knowledge management, problem management, improving teamwork, and stress management.


  • Technical support professionals who serve as the escalation point for one or more support centers and desktop support teams.

Learning Objectives:

Individuals certified at this level will have demonstrated their understanding of:

  • Customer service best practices
  • Communications skills
  • Service management best practices and terms
  • Importance of being responsive to incident escalation and the need to log information properly
  • Purpose and value of quality assurance monitoring
  • Metrics used to monitor individual and team performance and to determine key success factors
  • Knowledge management best practices
  • How to improve problem solving and problem management
  • How to improve teamwork and relationships


  • Exam Format: Closed-book, Web-based
  • Questions: 65 multiple choice questions
  • Passing Score: 80%
  • Exam Duration: 75 minutes
  • Proctoring: None


Day 1

Day 2

Support Center Overview Communication Skills
Strategic Framework Customer Management Skills
Support Center Processes and Operations Problem Solving & Troubleshooting Skills
Continual Service Improvement (CSI) Teamwork, Time Management, & Stress Management
Support Delivery Methods & Technology


Course Outline:


Role of the Technical Support Professional

  • The Support Organization’s Role in the Business
  • The Role of the Technical Support Professional
  • The Value of the Technical Support Professional


Strategic Framework

  • Strategic Perspective
  • The Service Catalog
  • Service Level Management
  • Standard Operating Procedures
  • Business Alignment


Support Center Processes and Operations

  • Best Practices
  • Information Technology Information Library
  • Service Operation Functions
  • Service Operation Processes
  • Service Design Processes
  • Service Design Processes
  • Service Transition Processes



Continual Service Improvement

  • Continual Service Improvement
  • Quality Assurance
  • Metrics
  • Performance Reporting


Support Delivery Methods & Technology

  • Support Center Infrastructure
  • Support Delivery Methods
  • Cloud Services
  • Remote Management
  • Service Management Systems


Communication Skills

  • Communicating with Stakeholders
  • Communication Barriers
  • Communication Filters
  • Communication Enablers
  • Global Communication
  • Vocal Elements
  • Body Language
  • Active Listening


Customer Management Skills

  • Your Customer’s Psychological Needs
  • Empathy
  • Emotional Intelligence
  • Handling Conflicts
  • Customer Competency Levels


Problem Solving & Troubleshooting Skills

  • Your Problem Solving Approach
  • The Incident Management Process
  • Problem Investigation and Diagnosis
  • Root Cause Analysis
  • Effective Documentation


Teamwork Time Management, & Stress Management

  • Teamwork
  • Time Management Skills
  • Stress Management Skills

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