Course Overview
The technical support professional is a role that individuals assume when they assist with providing support services. This certification verifies that a person in this role understands the skills to serve as an escalation point for providing level 2 or level 3 support. They may work directly with customers or with other departments to resolve issues related to the organizations products and/or the IT infrastructure that enables the business.
For all members of the support chain, this certification ensures professionals are equipped to provide superior technical support.
The HDI Technical Support Professional training focuses on customer service and service management best practices, emphasizing responsive incident escalation, the importance of metrics measurement, knowledge management, problem management, improving teamwork, and stress management.
What You Will Learn:
- Customer service best practices
- Communications skills
- Service management best practices and terms
- Importance of being responsive to incident escalation and the need to log information properly
- Purpose and value of quality assurance monitoring
- Metrics used to monitor performance of the team, the individual, and how success is determined
- Knowledge management best practices
- How to improve problem solving and problem management
- How to improve teamwork and relationships
Who Should Attend?
- Technical support professionals who serve as the escalation point for one or more support centers and desktop support teams
- Individuals who are preparing for the HDI Technical Support Professional certification exam
Schedule
Start Date |
End Date |
Delivery Location |
| July 19, 2018 | July 20, 2018 | VIRTUAL |
| September 26, 2018 | September 27, 2018 | VIRTUAL |
| October 25, 2018 | October 26, 2018 | Ottawa |
| November 29, 2018 | November 30, 2018 | VIRTUAL |
| March 28, 2019 | March 29, 2019 | Ottawa |
| April 29, 2019 | April 30, 2019 | Toronto |
| October 24, 2019 | October 25, 2019 | Ottawa |
Course Curriculum
Unit 1: Support Center Overview
- The support organization’s role in business
- Role of the technical support professional
- Value of the technical support professional
Unit 2: Strategic Framework
- Strategic perspective
- The service catalog
- Service level management
- Standard operating procedure
- Business alignment
Unit 3: Support Processes and Operations
- Best practices
- ITIL
- Service operation functions
- Service operation processes
- Service design processes
- Service transition processes
Unit 4: Continual Service Improvement Processes
- Continual service improvement
- Quality assurance
- Metrics
- Performance Reporting
Unit 5: Support Delivery Methods and Technology
- Support center infrastructure
- Support delivery methods
- Cloud services
- Remote management
- Service management systems
Unit 6: Communication Skills
- Communicating with stakeholders
- Communication barriers
- Communication filters
- Communication enablers
- Global communication
- Vocal elements
- Body language
- Active listening
Unit 7: Customer Management Skills
- Your customer’s psychological needs
- Empathy
- Emotional intelligence
- Handling conflict
- Customer competency levels
Unit 8: Problem-Solving and Troubleshooting Skills
- Problem-solving approach
- Questioning skills
- Handling escalations
- Investigation and diagnosis
- Root cause analysis
- Effective documentation
Unit 9: Teamwork, Time Management, and Stress
- Management
- Teamwork
- Time management skills
- Stress management skills
Register or Inquire
Certification Exam
The certification exam is included with training purchased. It may also be purchased separately. The exam must be completed within 12 weeks of purchase.
The certification exam is based on the HDI Technical Support Professional Certification Standard and is delivered online through the HDI Learning Center.
Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.
Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees.
Exam Weighting
The certification exam is randomly generated from a pool of pre-authorized exam questions. As a result, each certification exam is different. The questions have been classified by the categories of the HDI Standard. The certification exam is designed to test the candidate’s knowledge in each category.
The number of questions presented from each category is based on the certification weighting. When the time available to study prior to taking a certification exam is limited, consider the certification weighting and review the categories with the highest allocations.
The following table represents the weighting for each of the standards categories within the certification exam. This information is provided to help you focus as you prepare for the exam.
| Category | Weighting % |
| Leadership | 10 % |
| Policy and Strategy | 5 % |
| People Management | 10 % |
| Resources | 20 % |
| Process and Procedures | 50 % |
Exam Extensions
A 28-day extension is available for an online exam: details
Exam Retakes
Exam retakes can be purchased for a fee: details
Exam Insurance
Exam insurance now available: details
