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Help Desk Analyst Training Class
Course ID: 5277
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Help Desk Analyst Training Seminar
Overview:
The HDI Help Desk Analyst (HDA) Certification training program provides help desk and support center professionals with the tools, techniques and skills to achieve success as front-line analysts.
Who Should Attend:
This course is for individuals interested in HDI Help Desk Analyst (HDA) Certification, and is recommended for frontline analysts who want to develop the foundational knowledge of help desk and support center operations.
At Course Completion:
- The help desk infrastructure and the support environment - Commonly used support methods-pros and cons - Common processes in managing help desk resources - The basic tools and technologies used in the support industry - The basic anatomy of computers, networks, and system administration - The role of the support center in asset management - The importance of a business contingency plan - Implementation of changes in the customer environment - The best method to solve problems more quickly, with less stress - How to become more creative in problem solving
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Agenda |
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Lesson 1: Introduction
Getting Started
Initiating Your Learning Experience
About HDI
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Lesson 2: Support Center Overview
Support Center: Then & Now
Strategic Perspective
Creating a Good First Impression
Profile for the Help Desk Analyst
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Lesson 3: HDA Skills Overview
Unit Objectives and Unit Agenda
Communication Overview
Listening Skills
Verbal Skills
Questioning Skills
Technical Writing Skills
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Lesson 4: Processes & Operations
Support Center Management
Policies & Procedures
Security
Business Contingency Planning
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Lesson 5: Supporting Tools & Technologies
Support Methods
Support Technologies
Support Tools
System & Network Administration
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Lesson 6: Problem Solving Techniques
Approaching Problems: Types of Thinking
Problem Identification
Problem Diagnosis
Root Cause Analysis
Action Plans
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Pre-requisites |
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Customer Service Specialist HDI course is recommended but not required
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Help Desk Analyst Training Course Dates and Locations
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Course ID: 5277
| Course Duration: 2 Days
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Locations: |
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