Help Desk Analyst Bootcamp Training Class

Help Desk Analyst Bootcamp Training Seminar

Overview:
The Help Desk Analyst Boot Camp prepares individuals for HDI certification by mastering the roles and responsibilities of a Customer Support Specialist and learning the tools and techniques needed to exel as a Help Desk Analyst.

Who Should Attend:
The HDI Boot Camp is an intensive course designed for help desk and customer service and support staff who are dedicated to providing outstanding levels of service and support. It is recommended specifically for front-line support center representatives who want to develop a knowledge and understanding of help desk and support center operations.

At Course Completion:
- The importance and benefits of measuring the delivery of customer support - How to create - win/win - positive interactions with customers and co-workers - How to identify underlying customer needs - How to gain agreement with customers, to meet and exceed customer expectations - The difference between providing solutions and satisfying a customers psychological needs - How to deal effectively with a variety of customer situations - How to work with unrealistic or angry customers - How to gain satisfied customers through better listening - The guidelines for problem escalation - The importance of delegation - The basic anatomy of computers - Basic tools and technologies used in the customer support industry - The importance of a business contingency plan - Commonly used support methods-pros and cons - The role of the help desk in asset management - Implementation of changes in the customer environment - Common processes in managing help desk resources - The basic tools and technologies used in the help desk industry - The basic anatomy of computers, networks, and system administration - The best method to solve problems more quickly, with less stress - How to become more creative in problem solving