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HDI HD0-100 : Help Desk Analyst (HDA) Exam

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Test Number : HD0-100
Test 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
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
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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HDI Help study tips

HDI Launches non secular First help on-line working towards & certificates direction | HD0-100 Free PDF and Free test PDF

WHEATON, ill., Dec. 7, 2020 /PRNewswire/ -- The Humanitarian disaster Institute (HDI) at Wheaton college has launched a new online religious First aid practicing and certificate course designed to aid people offer digital peer-to-peer non secular and emotional aid throughout COVID-19, mess ups, and other difficult times. it is designed for lay leaders, church leaders, first responders, and anyone who would like to deliver aid to those that are struggling all the way through the pandemic. The course is obtainable right here.

"because the pandemic wears on, the religious and emotional wants around us are outstanding—and transforming into. The decent news is, you wouldn't have to be an expert psychologist to present assist that makes a change," says Jamie Aten, Ph.D., founder and co-director of HDI and lead developer of religious First assist. "This course steps into the hole to equip anybody with the equipment to consider and reply to these needs and keep them from getting worse in the lengthy-run. during this practicing, you will learn all the potential, be outfitted with the materials, and benefit the capabilities you need to be able to make a difference to a hurting world."

through readings, on-line lectures, and further components, this route will equip people to use religious First support's convenient-to-use BLESS components, which takes the "guesswork" out of proposing disaster religious and emotional care remotely and whereas staying at domestic. 

The direction will take approximately 10 hours to finished, with content including:

  • 8 interesting training video clips with accompanying readings,
  • 5 role-play state of affairs movies and 5 skilled commentary video clips to look spiritual First assist in motion,
  • closing assessment, and
  • certificate of entirety.
  • additionally protected is entry to a curated choice of free HDI components, including:

  • 7+ hours of videos with audio system comparable to N.T. Wright, Eugene Cho, and Rev. Dr. Brenda Salter McNeil,
  • 3 manuals regarding spiritual First aid and COVID-19 intellectual health,
  • 10+ further tip sheets and elements,
  • entry to 4 extra mini-lessons.
  • particular person registration costs $ninety nine, with group and organizational discounts attainable. learn extra about route choices and pricing right here.

    "We recognize that individuals can experience less distress once they get hold of religious guide from people of their church or group. becoming certified in non secular First assist will equip you to be that guide for others," says HDI co-director Kent Annan, M.Div.

    non secular First aid is a proof-informed, peer-to-peer, disaster non secular and emotional care intervention, designed to be delivered nearly. it is the first intervention of its form to were developed from the ground up the use of evidence-counseled non secular and psychological insights from years of scientific analyze. non secular First aid is in response to 15 years of HDI's religion and resilience analysis, carried out worldwide after failures, mass traumas, civil conflicts, humanitarian crises, and public fitness emergencies. HDI spent the final four years refining and container trying out spiritual First support after a lot of mess ups across the USA, and this spring tailored the components to certainly focus on equipping americans to deliver spiritual and emotional care amidst the COVID-19 pandemic. To be trained more about religious First aid and find further substances, consult with

    About Humanitarian disaster Institute at Wheaton CollegeThe Humanitarian catastrophe Institute is the first faith-based academic catastrophe analysis center within the nation. Their mission is to help the church prepare and take care of a catastrophe-crammed world. They use their research to create materials and activities geared toward students, survivors, helpers, and researchers. Housed at Wheaton faculty Graduate faculty, the institute additionally presents an M.A. in Humanitarian & disaster management and Trauma certificates to equip the subsequent technology of humanitarians. study greater at

    Media contact: Laura 

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