Overview:

Help desk professionals and support center analysts provide front-line support and act as the primary contact for customers. It is important that these service desk professionals provide the highest quality customer care with every interaction.

In HDI Support Center Analyst, you will learn strategies for effective customer service, emphasizing problem-solving and troubleshooting skills, call-handling procedures, incident management, communication skills, and an introduction to ITIL® processes.

Objectives:

  • The process of incident management-from detection and recording to closure
  • Critical thinking skills to resolve incidents quickly and consistently
  • The importance of total contact ownership
  • An awareness of the core help desk processes and best practices used in service and support centers
  • Valuable active listening skills and effective communication strategies
  • Proven techniques for improving customer interactions
  • Effective support center strategies for managing difficult customers

Content:

  • Evolution of the Support Center
  • Strategic Framework
  • Service Delivery Methods and Technology
  • Support Center Processes and Operations
  • Call Handling Procedures
  • Communication Skills
  • Problem-Solving and Troubleshooting Skills
  • Maximizing Effectiveness

Global Knowledge is the worldwide leader in IT and business skills training. They deliver via training centers, private facilities, and the Internet, enabling their customers to choose when, where, and how they want to receive training programs and learning services.

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