Support Center Analyst (HDI-SCA,

Catalog description

HDI-DST, ITIL) This course prepares students for HDI-SCA (Help Desk Institute Support Center Analyst), HDI-DST (Desktop Support Technician) and ITIL Foundation certifications by teaching how to provide frontline support for customers. The course focuses on strategies for effective customer service with an emphasis on problem- solving and troubleshooting skills, call-handling procedures, incident management and call tracking applications. Topics such as active listening skills and effective communication strategies will be covered as well as strategies for improving customer interactions.