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HD0-200 Exam Format | HD0-200 Course Contents | HD0-200 Course Outline | HD0-200 Exam Syllabus | HD0-200 Exam Objectives

EXAM CODE: HD0-200

EXAM NAME: HDI Qualified Help Desk Senior Analyst



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.



Service and support analysts provide front line technical support and act as the primary point of contact for customers. It is vital that these IT service professionals provide the highest quality customer care to every customer on every contact. Through HDI's Support Center Analyst training, your team can learn the critical skills required to do so.



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

Strategy

Services

Service Level Management

Standard Operating Procedures

Business Alignment

Unit 3: Service Management Processes

Best Practices for Service and Support

Incident Management

Request Fulfillment

Access Management

Security Management

Knowledge Management

Unit 4: Tools, Technology, and Service Delivery

Systems Thinking Approach

ITIL Support Tools and Technology

Support Delivery Methods

Social Media

Unit 5: Understanding Metrics

Systems Thinking - Applied to Metrics

Metrics

Dashboards

Quality Assurance

Unit 6: Communication Essentials

Communication Essentials

Active Listening

Voice Components

Effective Word Choices

Written Communication

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

Emotional Intelligence

Expressing Empathy

Managing Customer Behaviors

Unit 9: Personal & Professional Development

SWOT Assessment

Personal Development Skills Overview

Time Management

Stress Management

Managing Your Career

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