HDI Support Center Analyst (SCA) Course with Exam Voucher

HDI Support Center Analyst (HDI-SCA) training sharpens IT professionals’ problem-solving and troubleshooting skills, emphasizing effective communication and incident management. Focused on providing top-tier customer care, it equips analysts to be frontline technical support experts, serving as the primary point of contact. The program aligns technical expertise with a customer-centric ethos in the dynamic IT service landscape.

HDI Support Center Analyst (SCA) Course with Exam Voucher

Course Overview

HDI Support Center Analyst (HDI-SCA) 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.

Target Audience

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

Prerequisite

Learning Objectives

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.

Course Modules

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

Exam Detail

Question: 65 multiple choice questions

Duration: 75 minutes

Pass Mark: minimum score of 80%

Choose Your Training Options

Self-Paced Learning

$900.00 EX GST

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Instructor-led training

$1,350.00 EX GSTAdd to cart