Latest 2021 Updated Syllabus HD0-100 test
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Exam Number : HD0-100
Exam Name : Help Desk Analyst (HDA)
Vendor Name : HDI
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Format | HD0-100 Course Contents | HD0-100 Course Outline | HD0-100 test
Syllabus | HD0-100 test
Service and support center analysts provide frontline support and act as the primary point of contact for customers. It is important that these service and support professionals provide the highest quality customer care with every interaction. HDI Support Center Analyst (HDISCA) training focuses on support center strategies for effective customer service, emphasizing problem-solving and trouble-shooting skills, contact handling procedures, incident management, communication skills, and an introduction to service management process.
- The process of incident management, from detection and recording to closure.
- Critical thinking skills to resolve incidents quickly and consistently.
- The value of service management processes and the role they play in providing quality support.
- An awareness of the core help desk processes and best practices.
- Valuable active listening skills and effective communication strategies.
- Proven techniques for improving customer interactions.
- Effective support center strategies for managing difficult customers.
Unit 1: Role of the Support Center Analyst
Support Industry Evolution
The Role of the Analyst
The Value of the Analyst
The Future of Service and Support
Unit 2: Structural Framework of Service and Support
Understanding the Business
Structural Components Overview
Service Level Management
Standard Operating Procedures
Unit 3: Service Management Processes
Best Practices for Service and Support
Unit 4: Tools, Technology, and Service Delivery
Systems Thinking Approach
ITIL Support Tools and Technology
Support Delivery Methods
Unit 5: Understanding Metrics
Systems Thinking - Applied to Metrics
Unit 6: Communication Essentials
Effective Word Choices
Effective Cross-Cultural Communication
Unit 7: Troubleshooting & Incident Management
Troubleshooting and Problem-Solving
The Incident Management Process
Unit 8: Customer Management Skills
Challenging Customer Behaviors
Managing Customer Behaviors
Unit 9: Personal & Professional Development
Personal Development Skills Overview
Managing Your Career
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