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Exam Number : HD0-100
Exam Name : Help Desk Analyst (HDA)
Vendor Name : HDI
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HD0-100 exam Format | HD0-100 Course Contents | HD0-100 Course Outline | HD0-100 exam Syllabus | HD0-100 exam Objectives


Service and support center analysts provide frontline support and act as the primary point of contact for customers. It is important that these service and support professionals provide the highest quality customer care with every interaction. HDI Support Center Analyst (HDISCA) training focuses on support center strategies for effective customer service, emphasizing problem-solving and trouble-shooting skills, contact handling procedures, incident management, communication skills, and an introduction to service management process.

- The process of incident management, from detection and recording to closure.
- Critical thinking skills to resolve incidents quickly and consistently.
- The value of service management processes and the role they play in providing quality support.
- An awareness of the core help desk processes and best practices.
- Valuable active listening skills and effective communication strategies.
- Proven techniques for improving customer interactions.
- Effective support center strategies for managing difficult customers.

Unit 1: Role of the Support Center Analyst
Support Industry Evolution
The Role of the Analyst
The Value of the Analyst
The Future of Service and Support
Unit 2: Structural Framework of Service and Support
Understanding the Business
Structural Components Overview
Strategy
Services
Service Level Management
Standard Operating Procedures
Business Alignment
Unit 3: Service Management Processes
Best Practices for Service and Support
Incident Management
Request Fulfillment
Access Management
Security Management
Knowledge Management
Unit 4: Tools, Technology, and Service Delivery
Systems Thinking Approach
ITIL Support Tools and Technology
Support Delivery Methods
Social Media
Unit 5: Understanding Metrics
Systems Thinking - Applied to Metrics
Metrics
Dashboards
Quality Assurance
Unit 6: Communication Essentials
Communication Essentials
Active Listening
Voice Components
Effective Word Choices
Written Communication
Effective Cross-Cultural Communication
Unit 7: Troubleshooting & Incident Management
Troubleshooting and Problem-Solving
The Incident Management Process
Unit 8: Customer Management Skills
Challenging Customer Behaviors
Emotional Intelligence
Expressing Empathy
Managing Customer Behaviors
Unit 9: Personal & Professional Development
SWOT Assessment
Personal Development Skills Overview
Time Management
Stress Management
Managing Your Career



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Oportunidades de Negocio

Canalizar peticiones de oferta por parte de clientes a las empresas TIC.

Negociación conjunta

Acuerdos grupales con proveedores de forma que logremos una mayor capacidad de ahorro.

NETWORKING

Fomentar el conocimiento y colaboración entre los agentes del sector y los sectores clientes.

OBJETIVOS ABETIC

Para el desarrollo de sus fines u objetivos, la Asociación tiene las siguientes funciones

 

Garantías

Ofrecer a los clientes y, en general, a terceras personas, las garantías morales y técnicas inherentes a su condición de miembro de la Asociación, de acuerdo con el Código Deontológico que pudiera establecerse en el seno de la misma

Promoción

Cualquier actividad o actuación tendente a mejorar, promover, potenciar, difundir y dignificar la actividad profesional relacionada con la prestación de servicios de desarrollo, implantación e instalación de nuevas tecnologías de la información y de la comunicación (TIC), en la provincia de Burgos

h
Profesionalización

Contribuir al progreso de la profesión y a la defensa de los intereses de sus afiliados, mediante la negociación colectiva, planteamiento de conflictos colectivos, diálogo social, participación institucional en los organismos públicos de las Administraciones laborales, etc., siempre de conformidad con los acuerdos de las organizaciones patronales o empresariales a las que pertenezcan los miembros asociados

h
Implantación TIC

Dinamizar, fomentar y promocionar la demanda e implantación de productos y servicios relacionados con las nuevas tecnologías en nuestro entorno socio-económico

Intrusismo

Denunciar el intrusismo y las malas prácticas

Colaboraciones

Establecer, mantener y fomentar contactos y colaboraciones con las entidades provinciales, territoriales, nacionales y extranjeras de análoga naturaleza y finalidad, facilitando a las empresas similares relaciones

Aunando esfuerzos

Aunar esfuerzos en defensa de la calidad de los productos y servicios elaborados o prestados por sus miembros

Defensa de intereses

El estudio y la defensa de los intereses económicos, comerciales, tecnológicos e industriales del sector en general y, en particular, de las empresas a las que representa directamente

Representación

La representación, gestión, defensa y fomento de los intereses de sus miembros frente a los diferente órganos de la Administración Pública en general, incluida la vía judicial o frente a cualquier institución o persona pública o privada

Defendiendo los intereses de las empresas TIC

ABETIC es la organización profesional/empresarial constituida por la libre asociación de empresarios y/o empresas cuyo objeto social principal sea la prestación de servicios de desarrollo, implantación e instalación de nuevas tecnologías de la información y de la comunicación, principalmente relacionadas con la informática, Internet y comunicaciones vía satélite o similares, en el ámbito territorial de la provincia de Burgos

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