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.
Unit 1: Role of the Support Center Analyst
Unit 2: Structural Framework of Service & Support
Unit 3: Service Management Processes
Unit 4: Tools, Technology, & 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
|
Online, computer-based self-paced training allows student to train at their own speed, permitting them to concentrate on areas of specific need. Students can train from any computer with Internet access, and the course takes approx. 18 hours to complete.
These scheduled courses provide students with live, instructor-led training delivered by an HDAA qualified trainer. Using web conferencing software, students interact with the instructor without ever leaving their desk.
HDAA can train your team at your facility anywhere within Australia and New Zealand, eliminating individual staff travel costs and putting more control in your hands. Control class size and pick training dates that accommodate your business schedule.
Focus on your organization’s key issues and pain points. Save money. With groups of four or more, this option can be very cost effective.
Facilitated by an HDAA qualified trainer, this two-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.
HDI courses are developed from HDI certification standards and are designed to assist a student in preparing for the HDI certification exam. They reinforce the core concepts of the certification standards and provide skills building opportunities for the attendees.
Exam delivery is online through the HDI Learning Centre. The certification exam is included with training purchased directly from HDAA. All learners are provided a 12-week window in which to take the exam.
Individuals who achieve the passing score will receive a certificate (PDF Version) from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards. All exams 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.
Exam Weighting
The certification exam is randomly generated from a pool of pre-authorised exam questions. As a result, each certification exam is different. The questions have been classified by the categories of the HDI Standard. The certification exam is designed to test the candidate’s knowledge in each category.
The number of questions presented from each category is based on the certification weighting. When the time available to study prior to taking a certification exam is limited, consider the certification weighting and review the categories with the highest allocations.
The following table represents the weighting for each of the standards categories within the certification exam. This information is provided to help you focus as you prepare for the exam.
Support Center Analyst:
| Category | Weighting % |
| Leadership: | 10% |
| Policy and Strategy: | 10% |
| People Management: | 10% |
| Resources: | 20% |
| Process and Procedures: | 45% |
| Performance Results | 5% |
PLEASE NOTE:
The HDI Certification Exam is included in all HDAA’s HDI Public & Online Training Course pricing.
HDI Exam Re-takes and Extensions
All exams come with three attempts. If you don’t pass your exam on the first or second attempt, you must wait 24 hours before making your next attempt. If you use all three attempts, you can purchase further retakes.
A 28-day extensions are available. Contact HDAA on T: 1300 130 447.
Practice Exams (additional charges apply)
HDI practice tests provide additional preparation for HDI certification exams. Once you complete a practice test, a report is provided that lists the questions missed and what competency within the HDI Standard you should review.
Each practice test is 30 questions and must be completed in 35 minutes
You may take multiple tests
Each practice test is randomly generated from a pool of test questions
Once your course is activated (usually within 1 business day of receipt of payment), you have access to the learning portal for 9 months. You can access the course as many times as you’d like in that 9-month period and bounce around portions of the course as much as needed, allowing you to set your own self-study pace.
You’ll need a continuous Internet connection with Windows® 11, Windows® 10 (Windows 10S and Windows 11S is not supported) or macOS High Sierra (10.13) onwards. Dual-core 2.4GHz CPU or faster with 4GB of RAM.
Yes, exam re-takes are available by purchasing an on-line foundation exam voucher.
Yes. You may purchase a 12-month extension of your course. Exam voucher extensions must be requested prior to their expiry date.
All course prices include the online training course and certification exam.
Self-paced online course registrations are final. No cancellation or refund is available. Access is granted to online courses and certification exams once payment is received. A purchase order number may be provided for reference, but online courses and certification exams will not be activated until actual payment is received.
If you require support you can contact HDAA on: 1300 130 447
Full payment of course fees or a Purchase Order must be received no less than thirty (30) days prior to the scheduled course date you have nominated to hold. Any booking received less than thirty (30) days prior to the nominated course commencement date must be accompanied by a written Purchase Order or credit card payment authority to secure the booking.
Clients cancelling their public or virtual course registration with less than three weeks’ notice will not be entitled to a refund.
No shows on public and virtual courses will pay full course rates.
Cancellation of On-site Courses: Notice received within twenty one (21) to thirty (30) days of the scheduled course commencement date will incur a fee equal to 25% of the invoice. Notice received within seven (7) to twenty one (21) days will incur a fee equal to 50% of the invoice. Notice within 7 days will be charged the full invoice price.
Postponement of On-site Courses: Notice received within twenty one (21) to thirty (30) days of the scheduled course commencement date will incur a fee equal to 20% of the invoice. Notice received within seven (7) to twenty one (21) days will incur a fee equal to 30% of the invoice. Notice within 7 days will be treated as a cancellation. Only one postponement per invoice allowed.
Transfers between scheduled public courses will be accepted if requested no less than three weeks prior to the course start date. Any transfer of registration received no less then two weeks of the course start date will incur a $440 transfer administration fee. Transfer are not available with less then 1 weeks notice of the course start date.
Attendee name changes will be accepted up to the day prior to the course start date.
In rare instances, a public course may be rescheduled or cancelled. HDAA will provide as much notice as possible. In this event, the client may receive a full refund, or take a credit toward another HDAA course. HDAA cannot be held responsible for penalties resulting from travel arrangements.
In the event that we do have to cancel a training course at the last minute, the HDAA administration team will contact you via phone to either reschedule you for an alternate course or provide you with a full refund of the course price paid.
HDAA reserves the right to postpone/cancel a training course or an event at any time, at which, paying participants will be entitled to one of the following:
To receive reimbursement or credit, please call HDAA on 1300 130 447 to make appropriate arrangements.
On-Line Course Cancellation Policy: Self-paced online course registrations are final. No cancellation or refund is available. Access is granted to online courses and certification exams once payment is received. A purchase order number may be provided for reference, but online courses and certification exams will not be activated until actual payment is received.
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