Course Catalog

Course Catalog

CourseDescriptionDelivery Methods
HDI Customer Service RepresentativeDiscover how to make every customer interaction a great one.Public, Virtual, Online, OnsiteDetails
HDI Desktop / Advanced Support TechnicianMaster the skills and processes for extraordinary desk-side or L2 & 3 support.Public, Virtual, Online, OnsiteDetails
HDI Desktop Support ManagerLeverage people, processes, and technology to meet service demands.Public, Virtual, Online, OnsiteDetails
HDI Problem Management ProfessionalRefine your problem management skills to handle incidents before they begin.Public, Virtual, Online, OnsiteDetails
HDI Support Center AnalystDevelop the skills to create exceptional customer experiences.Public, Virtual, Online, OnsiteDetails
HDI Support Center DirectorLead your support organization strategically and demonstrate its business value.Public, Virtual, Online, OnsiteDetails
HDI Support Center ManagerLeverage people, processes, and technology to meet service demands.Public, Virtual, Online, OnsiteDetails
HDI Support Center Team LeadHone the essential leadership skills required to enhance team performance.Public, Virtual, Online, OnsiteDetails
KCS FoundationFormerly known as Knowledge-Centered Support (KCS) Fundamentals, this course provides insight into the KCS concepts.Self Study, Online, OnsiteDetails
KCS PrinciplesLearn the concepts and practices behind Knowledge Centered Service (KCS) V6 and how to apply them in your organization.Public, Virtual, Online, OnsiteDetails
CourseDescriptionDelivery Methods
ITIL® 4 Foundation ProLearn the language of IT Service Management (ITIL 4) and the value streams and processes that support it.Public, Virtual, Online, OnsiteDetails
CourseDescriptionDelivery Methods
Quality Customer SupportYou can make or break the entire customer relationship in the first 30 seconds of contact. To the customer, the front line employees are the company.* This course provides participants with the opportunity to improve their one on one communications to improve the customers' experience.ClassroomDetails
Quality Troubleshooting TechniquesThis one-day course will introduce the participant to a structured approach to problem solving. In our daily activity, both at home and at the office, we are constantly faced with problems and the need to solve them quickly and efficiently. Some problems will be easy to resolve, others may require an investigation with the investment of much time and other resources.ClassroomDetails