IT Support Pros is a Help Desk Institute Certified Training Center and provides certification classes year round.  Our current training courses includes the Help Desk Analyst class and the Help Desk Manager class.

HDI's Help Desk Analyst Boot Camp

Providing the highest level of service and support - whether your customers are internal or external - is a paramount goal of all support center operations. The combination of high levels of customer service and business-driven support translates to service and support desks that exceed customer expectations while focusing on organizational goals and ultimately driving the bottom line. HDI training ensures that service and support professionals have the know-how and insight to optimize relationships with each and every contact. HDI's HDA Boot Camp uses these tenets as the foundational principles as it prepares individuals for HDI certification at both the CSS and HDA levels: HDI Customer Support Specialist Certification ensures its recipients have: Mastered the roles and responsibilities of a customer support specialist Developed an understanding of the call center environment Developed the skills and competencies required to succeed as a customer support specialist HDI Help Desk Analyst Certification ensures its recipients have: The tools and techniques needed to excel as an analyst Met internationally recognized guidelines and standards Outstanding customer service skills The knowledge to manage, meet and maintain service levels Process management implementation skills Who Should Attend HDI's 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. Course Description This course features practical exercises to reinforce learning. Boot Camp participants will be introduced to the skills needed to provide the highest levels of customer service and support. In addition, the course will outline the support center environment's processes, procedures, and basic tools and technologies. The Boot Camp reinforces the concept that each customer interaction is unique and offers an opportunity to enhance the relationship with that customer. This course includes valuable information and everyday solutions for addressing the attitudes, behaviors, and relationships between customers and the support team. HDI's HDA Boot Camp also focuses on essential help desk analyst skills, understanding help desk tools, and problem-solving techniques. Help desk tools, computer and network technology awareness, and problem-solving techniques increase the ability to solve problems efficiently in the support center. Real-world exercises, case studies and analyses provide creative solutions to everyday opportunities and challenges. Participants will learn the essential skills necessary to manage the various aspects of the support center, such as processes, assets, resources, and security. This course contains all the content necessary to successfully pass the HDI CSS Certification and/or the HDI HDA Certification examinations. What You'll Learn 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 customer's 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

TO REGISTER CLICK HERE

CALL US - 858.277.7119 EXT 4

EMAIL US  - info@itsupportpros.com   

               - sales@itsupportpros.com

*If there are 5 or less students registered, the class will be help in 2 days vs. 3 days.

Frequently asked questions:

Why should I get certification training and/or get certified?

·        Training includes best practices to perform your job

·        Be better prepared to take the HDI Certification Exam

·        Shows professional commitment

·        Gives you an edge in job security or promotion

·        Recognition by peers, employers and others in the industry

Do I have to take the class to take the exam?

·        No.  You can take the exam at any time.  The class offers an opportunity to be better prepared for the exam.

Where do I take the exam?

The exam is proctored by Prometric Testing Centers. Call 877-370-4093 for more information, or visit www.2test.com to determine the location nearest you. When scheduling an exam, please refer to the chart below to determine the appropriate test code:

If time passes between taking the class and taking the exam, can I retake the class?

If your original training was with IT Support Pros, you can retake the course at no cost.  If your original training was from another source, contact us for information on pricing

Click here to find out more about our white papers.