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of organisations have a knowledge management program in place.

Source - The State of User-Facing
Knowledge and Knowledge
Management, HDI

About the Knowledge Base

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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens

HDI® Support Center Analyst (SCA)

Date: 30 Apr-01 May 2020, 9:00 am-5:00 pm
Availability: Virtual
Certification: HDI
Prerequisites: None
Certification Exam Information

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This course is real time instructor- led but held VIRTUALLY so all you need is a computer or laptop with internet capabilities. A headphone/speaker is also recommended if you have them available.  Because this is a virtual class, pricing is lower than our standard classroom courses. See pricing below.


Membership Level Classroom Price Virtual Course Price
Non-Member $1650.00           $1452.00
Platinum Member $1287.00 $1132.56
Gold Member $1361.65 $1197.90
Silver Member $1402.50 $1234.20
Bronze Member $1452.00 $1277.76
Virtual Member $1485.00 $1306.80
Individual Member $1402.50 $1234.20



This certification verifies that front-line technical support professionals possess the knowledge and skills required to provide quality service and support. It ensures they understand service management processes and best practices, while providing a competitive edge for career advancement.

Help desk professionals and support centre analysts provide front-line support and act as the primary contact for customers. It is important that these service desk professionals provide the highest quality customer care with every interaction.

HDI Support Center Analyst training focuses on strategies for effective customer service, emphasizing problem-solving and troubleshooting skills, call-handling procedures, incident management, communication skills, and an introduction to ITIL® processes.

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This course focuses on:

  • The process of incident management—from detection & recording to closure;
  • Critical thinking skills to resolve incidents quickly & consistently;
  • The importance of total contact ownership;
  • An awareness of the core help desk processes & best practices used in service & support centers;
  • Valuable active listening skills & effective communication strategies;
  • Proven techniques for improving customer interactions; &
  • Effective support center strategies for managing difficult customers.

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Course Outline:

Unit 1:
Evolution of the Support Center 
  Unit 5:
Call Handling Procedures 
- The Evolution of the Support Center
- The Role of the Support Center Analyst
- The Support Center's Role in the Business
  - Total Contact Ownership
- Procedures for Call Handling
Unit 2:
Strategic Framework
  Unit 6:
Communication Skills
- Strategic Perspective
- Service Level Agreements (SLAs)
- Standard Operating Procedures (SOPs)
- Business Alignment
  - Communication Process
- Cultural Sensitivity
- Vocal Elements
- Active Listening
- Incident Documentation
- Writing Skills
Unit 3:
Service Delivery Methods & Technology
  Unit 7:
Problem-solving & Troubleshooting Skills
- Service Delivery Methods
- Telephony Systems
- Service Management Systems
  - Problem-Solving Skills & Types of Thinking
- Questioning Skills
- Solve Incidents with IMPACT
- Additional Customer Service Skills
- Root Cause Analysis
Unit 4:
Support Center Processes & Operations
  Unit 8:
Maximising Effectiveness
- Best Practice for ITSM
- ITIL Service Support
- Security Management
- Knowledge Management
- Quality Assurance (QA)
  - Your Customer's Psychological Needs
- Handling Conflict
- Handling Difficult Customer Behaviour Strategies
- Stress Management
- The Power of a Service Attitude
- Managing your Use of Time
- Managing your Career

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Who Should Attend:

  • Support Center Analysts;
  • Service Desk Analysts;
  • 1st & 2nd Level IT Support staff; &
  • Front-line technical support staff.

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Further Details:

The HDI Certification Exam is included in all HDAA's HDI Public & Online Course pricing. 

Return to our Training Calendar.

About HDI.

Cancellation & Transfer Policy.

For an On-site quote, please contact HDAA on T: 1300 130 447.

For HDAA member pricing please view training course fees in the Price Guide



Public:(Non Member) $1452.00 (inc GST)
Online:(Non Member) $935.00 (inc GST)