HDI® Support Centre Analyst (SCA) Instructor-led training

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.

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.

What You Will Learn

• The process of incident management, from detection and recording to closure.
• Critical thinking skills to resolve incidents quickly and consistently.
• The value of service management processes and the role they play in providing quality support.
• An awareness of the core help desk processes and best practices.
• Valuable active listening skills and effective communication strategies.
• Proven techniques for improving customer interactions.
• Effective support center strategies for managing difficult customers.

Who Should Attend?

• Frontline technical support staff who need to learn the critical steps required to effectively manage and prioritize incidents and reduce escalations, and who need to master the essential customer service skills required to manage difficult customers and improve overall customer satisfaction
• Individuals who are preparing for the HDI Support Center Analyst certification exam

Course Outline

• Unit 1: Role of the Support Center Analyst
• Unit 2: Structural Framework of Service and Support
• Unit 3: Service Management Processes
• Unit 4: Tools, Technology, and Service Delivery
• Unit 5: Understanding Metrics
• Unit 6: Communication Essentials
• Unit 7: Troubleshooting & Incident Management
• Unit 8: Customer Management Skills
• Unit 9: Personal & Professional Development

Certification Exam

The certification exam is included with training purchased directly from HDI. All learners are provided a 12-week window in which to take the exam.

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

Cancellation and Transfer Information

PLEASE NOTE:
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.