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Help Desk, IT and Support Center Services
 In today's global, fast paced economy the
winners are those that pay attention not only to financial performance, but to
their employees and customers. Leading companies realize that their
internal help desks are the "life blood" of their organizations. They also
realize that excellent on-going customer support is critical to maintaining high
customer satisfaction, loyalty, and continuing sales.
As Certified Instructors and Auditors for the
Help
Desk Institute (HDI), we specialize in providing expert certification training,
consulting, assessment and HDI certification services that will help you boost
the performance of your team and your support center.
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HDI Certification Training
Support professionals today realize that
delivering excellence in service and support requires a lot more than just
technical knowledge and skill. Once can even resolve a technical issue and
still leave a customer unsatisfied! The solution? Learn to manage the customer
situation first through effective customer service 'soft skills'; then solve the
technical issue together.
HDI, the world's largest membership
organization of service and support professionals, sets the standards when it
comes to customer service skills. And Optimal Connections offers HDI
certified training at four levels:
 | Customer Service Representative (CSR)
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| Support Center Analyst (SCA)
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| Support Center Team Lead (SCTL)
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| Support Center Manager (SCM)
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Put your support center out
in front. Get certified. Get results. See our
HDI Course Schedule for upcoming classes!
ITIL Foundations Certification
Training
We also offer ITIL Foundations
Certification Training, as an authorized ITIL trainer for HDI.
Paul M. Dooley, our principal instructor, is both ITIL Foundations
and Practitioner Certified. He has taught numerous ITIL V2 classes,
and is now delivering ITIL V3 Foundation training. See our
Course
Schedule for upcoming ITIL training classes!
Support Center Assessment
Are there opportunities to improve your help desk or support center? Are key
enabling factors such as leadership, policy & strategy, people management,
process and resources on track – enabling you to maximize productivity and
minimize cost? Are you in position to go for HDI's
Support Center Certification
standards?
Our Support Center Assessment is a cost-effective
way to identify opportunities for improvement, pinpoint areas of strength, and
get a roadmap to higher levels of support center maturity.
HDI Support Center Certification
 Interested
in moving your support center to new levels of industry best practices? Thought
about how streamlining operations could reduce costs, improve responsiveness and
increase customer satisfaction? Then consider Optimal Connections, a
Certified Auditor for the Help Desk Institute’s
Support Center Certification
program.
HDI Support Center Certification provides a professional review and
assessment of your internal/external support operation, in accordance with
customer criteria and world class
Help Desk Institute (HDI) standards. In
examining support policies and procedures, systems, tools and personnel, we
uncover opportunities for improvement that lead to reduced costs,
improved efficiency, and increased customer satisfaction and retention.
Help Desk and Support Center Consulting
Are there opportunities to increase
efficiency, effectiveness, and service quality of your help desk or support
center, while reducing costs and increasing revenue?
Our support center
consulting services will help you increase productivity, drive revenue and
reduce costs through improved technology, tools and processes in your support
center.
Whether you are deploying a new help desk or support center, assessing
opportunities for improvement in your existing center, or working to communicate
the value of your support operation to management and to customers, Optimal
Connections has the experience and expertise to deliver!
Customer and Staff Satisfaction Surveys
 Do you know
'how you're doing' with your customers, employees and business partners? Are there
opportunities for improvement that will allow you to maintain a high degree of
satisfaction and loyalty?
It's a fact - satisfied customers are more likely to stay,
purchase additional product, and renew annual support agreements. And
satisfied employees will stay longer, be more productive, and deliver higher
quality services! Engage our Survey Services to connect with your
audiences and really find out what they need! Then deliver.
Want to learn more about our services? Just
call +1 949-305-3544, or email us at
info@optimalconnections.com.
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