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.

Audience:

• 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

Examination:

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

Agenda:

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:

Introduction

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