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Who should attend HDI Help Desk Analyst (HDA)
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.
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HDI Help Desk Analyst (HDA)  

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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.

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Seminar Summary:

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. (see full course description)

 
 
 

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Training Course Syllabus:


Title: Help Desk Analyst

Delivery Method: Instructor-led Classroom Learning

Duration: 2.00 Day(s)

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


Pre-requisite(s):
Customer Service Specialist HDI course is recommended but not required.

Outline:
Lesson 1: Introduction

Getting Started
Initiating Your Learning Experience
About HDI

Lesson 2: Support Center Overview

Support Center: Then & Now
Strategic Perspective
Creating a Good First Impression
Profile for the Help Desk Analyst

Lesson 3: HDA Skills Overview

Unit Objectives and Unit Agenda
Communication Overview
Listening Skills
Verbal Skills
Questioning Skills
Technical Writing Skills

Lesson 4: Processes & Operations

Support Center Management
Policies & Procedures
Security
Business Contingency Planning

Lesson 5: Supporting Tools & Technologies

Support Methods
Support Technologies
Support Tools
System & Network Administration

Lesson 6: Problem Solving Techniques

Approaching Problems: Types of Thinking
Problem Identification
Problem Diagnosis
Root Cause Analysis
Action Plans

Seminar Summary:

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. (see full course description)

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