Saturday, 21 August 2010




Do you have the interpersonal helpdesk skills employers want? Support Center Analyst (SCA) certification from the Helpdesk Institute (HDI) says you do

If you'd like to work in an IT support center, earning SCA certification is the best way to start. As a certified SCA, you'll know how to address customer support issues from first point of contact to successful resolution.

Tim's Warner's SCA training covers all the HDI-SCA exam objectives, while linking you to tons of additional resources.

Help Desk Institute (HDI) Support Center Analyst (SCA) training contains:

    * Series Overview
    * Leadership and Ethics
    * Communication and Organizational Skills
    * The Role of the SCA
    * Policy and the Support Center
    * Support Center Services and Metrics (free video!)
    * Teamwork and Rapport
    * Support Center Technical Infrastructure
    * Service Delivery Methods
    * Support Types Part I
    * Support Types Part II
    * Quality Assurance
    * Introducing ITIL Part I
    * Introducing ITIL Part II
    * Call Management Part I
    * Call Management Part II
    * Documentation and Problem Solving
    * Escalation and Status Reporting

Here's what you'll learn in each video of the Help Desk Institute (HDI) Support Center Analyst (SCA) series:

    Video 1 - "Series Overview" - About HDI Certification. About This Course. About the HDI-SCA Exam.In this nugget we provide a general overview of the course. We also describe the HDI in general and the HDI-SCA exam in particular.

    Video 2 - "Leadership and Ethics" - Aspects of Leadership. Basics of Professional Ethics. In this nugget we examine some core principles of an effective support center analyst; namely, leadership and professional ethics.

    Video 3 - "Communication and Organizational Skills" - Nugget #3: Time Management. Written Communication. In this nugget we present practical suggestions for balancing your time as an SCA, and also outline the basics of effective written communication.

    Video 4 - "The Role of the SCA" - SCA Role in the Support Center. Keeping Your Skills Current. Maintaining a Global Perspective. In this nugget we formally introduce the SCA's role in the support center, as defined by the HDI. We also present techniques for continually improving your technical skills. We finish by considering how to maximize your effectiveness when dealing with customers and users from different cultural backgrounds than yours.

    Video 5 - "Support Center Policy" - Advocating for the Support Center. Organizational Policy. In this nugget we discuss a popular topic in the HDI literature: how we as SCAs serve as advocates for the support center. Bookended with that subject is a consideration of what is organizational policy and why good policy is crucial for smooth support center operation.

    Video 6 - "Support Center Services and Metrics" - Role of the Support Center. Measuring Service with Metrics. In this nugget we first formally define the role of the support center in the context of its parent organization. We then learn how to put numbers behind IT service delivery. Metrics is a topic that is "near and dear" to the hearts of the HDI; consequently, we need to understand how support center metrics work in order to succeed on the HDI-SCA certification exam.

    Video 7 - "Teamwork and Rapport" - Teamwork. Inter-Departmental Rapport. Stress Management. In this nugget we discuss the building blocks of teamwork in a support center environment. We then look at inter-departmental rapport; this deals with how we in the support center interact professionally with personnel from other departments within our larger organization. Finally, we present practical skills for managing workplace stress.

    Video 8 - "Support Center Technical Infrastructure" - Support Center Technologies. Telephony Systems. Computer Telephony Integration (CTI). In this nugget we perform a "deep dive" into the technologies that underly most support centers, paying particular attention to telephony systems and computer telephony integration (CTI).

    Video 9 - "Service Delivery Methods" - Self-Healing Technologies. Service Delivery Methods. Telephone Support. In this nugget we hone our focus on self-healing technologies, which can have a dramatic impact on both customer satisfaction as well as support center per-incident costs. We also offer tips and tricks for effective telephone communications with the customers and users whom you support.

    Video 10 - "Support Types Part I" - Deskside Support. Remote Access Technologies. Self-Service Solutions. In this nugget we cover some ground that is ordinarily the domain of the desktop support technician (DST): deskside support and remote access technology. However, the HDI feels it important for SCAs to possess an understanding of the job roles owned by other personnel in the support center, including both DSTs as well as support center managers. We conclude this nugget by examining self-service solutions, which presents a lower-tech version of self-healing technologies.

    Video 11 - "Support Types Part II" - Integrated Systems. Monitoring and Alert Systems. In this nugget we spend some time getting to know so-called "integrated systems," which is a fancy term to describe multi-functional, multi-domain support center software. We then delve into one specific feature of integrated systems: monitoring and alerting.

    Video 12 - "Quality Assurance" - Procedures. Quality Assurance. Customer Satisfaction Surveys. In this nugget we define what procedures, standard operating procedures, and best practices are and why they are so important to effective IT service delivery. We then examine how to implement quality assurance, focusing specifically on the customer satisfaction survey.

    Video 13 - "Introducing ITIL Part I" - Support Center Best Practices and Frameworks. ITIL: Service Level Management. ITIL: Change Management. In this nugget we begin a multi-nugget mini-series on the Information Technology Infrastructure Library, or ITIL. The HDI integrates ITIL V2 principles in many of its certification tracks; therefore, it is necessary for the HDI-SCA exam candidate to have a basic understanding of what ITIL is and how it works.

    Video 14 - "Introducing ITIL Part II" - ITIL: Security Management. ITIL: Incident Management. ITIL: Problem Management. In this nugget we continue our trolley ride through the world of ITIL foundations. Here we learn the essentials of the security, incident, and problem management domains.

    Video 15 - "Call Management Part I" - Knowledge Management. Call Management. Active Listening. In this nugget we complete our discussion of ITIL basics by learning about knowledge management. We then return to our tips and tricks for effective SCA work, presenting eminently practicable skills in call management and active listening.

    Video 16 - "Call Management Part II" - Building Relationships. Assessing Customer Competency. Negotiating Conflict. In this nugget we learn how to foster positive working relationships with the customers and users whom we support. A key component of technical support is being able to accurately gauge customer/user competency; in this nugget we learn these skills, as well as strategies for handling upset customers.

    Video 17 - "Documentation and Problem Solving" - Documentation. Problem Solving Skills. In this nugget we formally discuss the important and methods for generating and maintaining quality documentation. We also look at problem solving skills, which is naturally an indispensable skill for any effective SCA.

    Video 18 - "Escalation and Status Reporting" - Escalation. Status Reporting. Customer Service Wrap-Up. In this nugget we learn the basics of incident escalation: what the types of escalations are, how to receive an escalation, and how to properly perform an escalation. We then discuss the importance of keeping customers "in the loop" during their incident lifecycle through good status reporting. We conclude this nugget (as well as this series) by presenting a cornucopia of customer service soft skills from the HDI that will certainly benefit you in your professional life.

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