Our classroom training provides you the opportunity to interact with
instructors and benefit from face-to-face instruction. About this
Event Course Description: The technical support professional assists
with providing support services and acts as an escalation point,
providing level 2 or level 3 support, for the support center. They may
work directly with customers or with other departments to resolve
issues related to the organization's products and/or the IT
infrastructure that enables the business. The HDI Technical Support
Professional training focuses on customer service and service
Management Best Practices, emphasizing responsive incident escalation,
the importance of metrics measurement, knowledge Management, problem
Management, improving teamwork, and stress Management. Course Outline:
Introduction Role of the Technical Support Professional The Support
Organizations Role in the Business The Role of the Technical Support
Professional The Value of the Technical Support Professional Strategic
Framework Strategic Perspective The Service Catalog Service Level
Management Standard Operating Procedures Business Alignment Support
Center Processes and Operations Best Practices Information Technology
Information Library Service Operation Functions Service Operation
Processes Service Design Processes Service Design Processes Service
Transition Processes Continual Service Improvement Continual Service
Improvement Quality Assurance Metrics Performance Reporting Support
Delivery Methods & Technology Support Center Infrastructure Support
Delivery Methods Cloud Services Remote Management Service Management
Systems Communication Skills Communicating with Stakeholders
Communication Barriers Communication Filters Communication Enablers
Global Communication Vocal Elements Body Language Active Listening
Customer Management Skills Your Customers Psychological Needs Empathy
Emotional Intelligence Handling Conflicts Customer Competency Levels
Problem Solving & Troubleshooting Skills Your Problem Solving Approach
The Incident Management Process Problem Investigation and Diagnosis
Root Cause Analysis Effective Documentation Teamwork Time Management,
& Stress Management Teamwork Time Management Skills Stress Management
Skills Target Audience: Technical support professionals who serve as
the escalation point for one or more support centers and desktop
support teams. Learning Objectives: Customer service Best Practices
Communications skills Service Management Best Practices and terms
Importance of being responsive to incident escalation and the need to
log information properly Purpose and value of quality assurance
monitoring Metrics used to monitor individual and team performance and
to determine key success factors Knowledge Management Best Practices
How to improve problem solving and problem Management How to improve
teamwork and relationships Course Agenda: Day 1 Support Center
Overview Strategic Framework Support Center Processes and Operations
Continual Service Improvement (CSI) Support Delivery Methods &
Technology Day 2 Communication Skills Customer Management Skills
Problem Solving & Troubleshooting Skills Teamwork, Time Management, &
Stress Management.
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12/12/2021 Last update