HDI Support Center Analyst (HDI-SCA) Certification

HDI Support Center Analyst (HDI-SCA) training focuses on strategies for effective customer service, emphasizing troubleshooting skills, contact handling procedures across multiple delivery channels, communication and customer service skills, incident management, and an introduction to ITIL® processes.

KEY FEATURES

  • 24 hrs of classroom / instructor-led training
  • Accredited Instructor with industry experience
  • Authorized Coureware
  • Case Studies & real-world examples
  • End of chapter quizzes and simulation exams
  • Certification exam included

Description

WHOM IS IT APPLICABLE
  • 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
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.
MODULE OVERVIEW

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

PREREQUISITES

There are no formal prerequisites required for this certification

EXAM & CERTIFICATION

Format: Closed-book
Delivery: Online (HDI Learning Center)
Questions: 65 multiple choice questions
Passing Score: 80%
Duration: 75 Minutes

CLASSROOM / INSTRUCTOR LED
  • High-impact learning with case studies
  • Delivered by certified instructors
  • Targeted learning for real projects

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