Support Centre Analyst Course (SCA)

 

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.

Support Centre Training | Support Centre Analyst | HDAA

This HDI 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.
 

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 and support centers;
  • Valuable active listening skills & effective communication strategies;
  • Proven techniques for improving customer interactions; &
  • Effective support center strategies for managing difficult customers.

Unit 1: Role of the Support Center Analyst

  • Support Industry Evolution

  • The Role of the Analyst

  • The Value of the Analyst

  • The Future of Service and Support
     

Unit 2: Structural Framework of Service & Support

  • Understanding the Business

  • Structural Components Overview

  • Strategy

  • Services

  • Service Level Management

  • Standard Operating Procedures

  • Business Alignment
     

Unit 3: Service Management Processes

  • Best Practices for Service & Support

  • Incident Management

  • Request Fulfillment

  • Access Management

  • Security Management

  • Knowledge Management
     

Unit 4: Tools, Technology, & Service Delivery

  • Systems Thinking Approach

  • Support Tools and Technology

  • Support Delivery Methods

  • Social Media
     

Unit 5: Understanding Metrics

  • Systems Thinking - Applied to Metrics

  • Metrics

  • Dashboards

  • Quality Assurance
     

Unit 6: Communication Essentials

  • Communication Essentials

  • Active Listening

  • Voice Components

  • Effective Word Choices

  • Written Communication

  • Effective Cross-Cultural Communication
     

Unit 7: Troubleshooting & Incident Management

  • Troubleshooting and Problem-Solving

  • The Incident Management Process
     

Unit 8: Customer Management Skills

  • Challenging Customer Behaviours

  • Emotional Intelligence

  • Expressing Empathy

  • Managing Customer Behaviours
     

Unit 9: Personal & Professional Development

  • SWOT Assessment

  • Personal Development Skills Overview

  • Time Management

  • Stress Management

  • Managing Your Career
     

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

On-Line Computer-based Course

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. 12 - 16 hours to complete.

  • Learn virtually anytime, anyplace, and at any pace.
  • Online training can be a cost effective means for employees to achieve certification, particularly for companies with remote employees or multiple office locations.
  • Ramp up employees quickly. Courses can be activated in as short as 24 hours.
  • Your on-line course includes certification exam.
  • Once your online course and exam have been activated, you have 12 weeks to access and complete both the course and exam. 
     

Virtual Instructor-Led Classroom

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.

  • Minimize the impact on your daily schedule by only training eight hours for one day.
  • Ask questions and interact with the instructor and other attendees.
  • Structured discussions facilitate networking and learning from real-world experiences.
     

Classroom Public Training

Facilitated by an HDAA qualified trainer, this one-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.

  • Maintain adequate coverage in your support center by staggering training dates.
  • Focus on learning by being out of the office.
  • Structured discussions facilitate networking and learning from real-world experiences.
     

On-Site Training / Dedicated Virtual Instructor-Led Training

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 eight or more, this option can be very cost effective.

 On-site Training enquiry.

No dates available or the scheduled dates don't suit,  register your interest for future dates.

Looking to train your team,  enquire about onsite/dedicated virtual courses.

OR TAKE THIS COURSE ONLINE   (computer based self-paced training)

WHY CHOOSE US

  • We have Trained more than 7000+ participants
  • Accredited HDI and PeopleCert Training Organisation
  • Trained 100's of Australian Government & Private Organisations
  • Train Anywhere, Anytime with On-Line Self Paced Course Options
  • Certification recognised worldwide
  • Professional Trainers with Industry Experience
  • We have over 20 Years of Training Delivery Experience
  • The Latest Vendor Approved In-depth Course Content

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. Access is established through HDAA upon request from the student either via email or phone. Once released after public or onsite training the exam must be taken within 6 weeks.

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 per cent 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 Centre 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
A 28-day extension is available for an online exam for a fee of $60.50 (inc GST). Exam re-takes can be purchased for a fee of $115.50 (inc GST). Contact the 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

Practice Exam Cost $90.20

How long do I have to complete my course?

Once your course is activated (usually within 1 business day of receipt of payment), you have twelve (12) weeks to complete the course. You can take the course as many times as you'd like in that 12-week period and bounce around portions of the course as much as needed, allowing you to set your own self-study pace.

What are the systems requirements for taking an online course?

You'll need a continuous Internet connection and a browser that has Flash enabled.

How can I get a copy of the standards?

In the conclusion module of the training course, you'll be able to download the standard so you can study it. (No, reallystudy it.)

Can I retake my exam if I don't pass?

Yes. Each retake costs $115.50 AUD. You may purchase as many retakes as you need. You don't have to wait a "blackout period" to purchase a retake, but do keep in mind that it does take up to one business day for the retake to be activated in the system.

Can I extend my course/exam/practice test after it expires?

Yes. You may purchase a four-week extension for your course or exam or practice exam for $60.50 AUD each.

What is included with my on-line course registration?

All course prices include the online training course and certification exam. Practice tests must be purchased separately.

What is the cancellation policy for on-line courses?

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.

Who do I contact if I need support?

If you require support you can contact HDAA, ph: 1300 130 447
or you can contact HDI directly via their Customer Care Center: 1.800.248.5667

Public, Virtual and Onsite Course Cancellation & Transfer Policy

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 participate at a revised date specified by HDAA; or
A refund or
A credit to that amount for future HDAA training.
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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