HDI HD0-200 : HDI Qualified Help Desk Senior Analyst Exam Dumps

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Exam Number : HD0-200
Exam Name : HDI Qualified Help Desk Senior Analyst
Vendor Name : HDI
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HD0-200 Exam Format | HD0-200 Course Contents | HD0-200 Course Outline | HD0-200 Exam Syllabus | HD0-200 Exam Objectives

EXAM NAME: HDI Qualified Help Desk Senior Analyst

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.

Service and support analysts provide front line technical support and act as the primary point of contact for customers. It is vital that these IT service professionals provide the highest quality customer care to every customer on every contact. Through HDI's Support Center Analyst training, your team can learn the critical skills required to do so.

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 Senior outline


Checklist and Deadlines for the IEEE Senior Member Application

Identify three references who will support your application for Senior Member grade elevation. References must be an active IEEE member and hold the grade of IEEE Senior member, Life Senior member, Fellow, or Life Fellow. It is preferred, but not required, that your references know you personally or professionally. Once a member number of the reference is entered into the application, they will receive an email with a link to the Senior Member portal to complete the reference for the applicant. 

NOTE: It is the responsibility of the applicant to follow up with their references regarding the completion of the reference form.

If you have difficulty in locating Senior members or Fellows to serve as references, you have three options.

Option 1

Follow these simple steps to search for qualifying members using IEEE Collabratec.

  • Sign in to Collabratec.
  • Enter your user name and password.
  • On the top of Collabratec, click on “People.”
  • Under the “IEEE Membership Directory” on the lefthand side, use "Member Status" to filter “Senior Member,” “Life Senior,” “Fellow,” and “Life Fellow.”
  • Use the remaining Filters on the lefthand side to narrow your search as you please.
  • Click on any of the profiles listed that you wish to message.
  • Click the “Message” tab to message the member.
  • Option 2

    Contact the Section or Chapter chair for assistance in finding qualified references. More information about your Section chair can be found under the "References" tab of your application. 

    The applicant is responsible for contacting your Region/Section Chair. Tell them you are applying for Senior membership and require three references. Your Section Chair may ask you a few questions and ask to see your resume. You will need names and membership numbers that will be entered into the reference tab of the application process.

    If you are working with your Society or Region, they may offer to endorse (be a nominator) on your application. IEEE Sections/Societies can receive a rebate of $10 for each successful nomination as part of the Nominate a Senior Member Initiative. If they wish to serve as a nominator they should begin the application process for you and then the applicant will finish the remaining tabs of the application.

    Please note: If you have a nominator, they serve as a reference as well; therefore, you will only require two additional references.

    Option 3

    Attend Section meetings and network with Senior members and Fellows in your areas. A nomination by a Section or Society will help them earn a rebate at the end of the year through the Nominate a Senior Member initiative. 

    NOTE: If you are being nominated by another member, the application must be started by the nominator or nominating entity.

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