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Message: <blockquote data-quote="vidura99" data-source="post: 7500301" data-attributes="member: 244453">CBT Nuggets    Help Desk Institute (HDI) Support Center Analyst (SCA) | 374.05 MB Do you have the interpersonal helpdesk skills employers want? Support  Center Analyst (SCA) certification from the Helpdesk Institute (HDI)  says you doIf 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 ReportingHere 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.All  trademarks and copyrights are the property of their respective holders. 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