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Exam Number : HD0-100
Exam Name : Help Desk Analyst (HDA)
Vendor Name : HDI
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HD0-100 test Format | HD0-100 Course Contents | HD0-100 Course Outline | HD0-100 test Syllabus | HD0-100 test 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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UAB’s IT Strategic Plan is constructed on seven IT imperatives, and reaching dreams tied to those imperatives is the job of everybody in UAB IT. since you helped write the IT Strategic Plan by way of giving remarks on your know-how wants, you dangle us liable to their roadmap for achievement for all of campus.

protection

UAB’s most critical IT crucial depends on a partnership of UAB IT’s safety group, IT gurus across campus, and statistics stewards, now not to mention each student, faculty member and worker who helps document suspicious endeavor.What we’ve accomplished:hired new CISO | delivered 2-element authentication | streamlined guidelines | improved the security Operations middle | prolonged penetration checking out of their networks.

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Your technology ideas can support UAB fulfill its vision of developing expertise that alterations the realm. through governance, UAB IT desires to assist you evaluate technology vendors to be certain they align with UAB’s safety needs, with IT components and alignment and with UAB’s strategic mission.What we’ve completed:implemented a seller evaluation form to consider safety risk of talents companies | completed 20 seller assessments | hired a director of IT governance and portfolio administration.

World-class IT

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business price

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