Course Overview

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.

Help desk professionals and support center analysts provide frontline 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 (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 ITIL® processes.

Using real world scenarios, role playing exercises, and significant group interaction, this two-day course will develop analysts’ skills to manage the relationships between customers and their support team.

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 importance of total contact ownership
  • An awareness of the core help desk processes and best practices used in service and support centers
  • 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

Schedule

Start Date

End Date

Delivery Location

December 13, 2021 December 14, 2021 VIRTUAL
January 10, 2022 January 11, 2022 VIRTUAL
February 10, 2022 February 11, 2022 VIRTUAL
March 7, 2022 March 8, 2022 VIRTUAL
April 4, 2022 April 5, 2022 VIRTUAL
May 9, 2022 May 10, 2022 VIRTUAL
June 2, 2022 June 3, 2022 VIRTUAL
July 7, 2022 July 8, 2022 VIRTUAL
August 8, 2022 August 9, 2022 VIRTUAL
September 8, 2022 September 9, 2022 VIRTUAL
October 3, 2022 October 4, 2022 VIRTUAL
November 8, 2022 November 9, 2022 VIRTUAL
December 5, 2022 December 6, 2022 VIRTUAL

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Course Curriculum

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 and 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 and support
  • Incident management
  • Access management
  • Security management
  • Knowledge management

Unit 4: Tools, Technology, and Service Delivery

  • Systems thinking approach
  • ITIL Support tools and tech
  • 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 and 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

 


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Certification Exam

The certification exam is included with training purchased. It may also be purchased separately. The exam must be completed within 12 weeks of purchase.

The certification exam is based on the HDI Support Center Analyst (HDI-SCA) Certification Standard and is delivered online through the HDI Learning Center.

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

Exam Weighting

The certification exam is randomly generated from a pool of pre-authorized 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.

Category Weighting %
Leadership 10 %
Policy and Strategy 10 %
People Management 10 %
Resources 20 %
Process and Procedures 45 %
Performance Results 5 %

Exam Extensions

A 28-day extension is available for an online exam: details

Exam Retakes

Exam retakes can be purchased for a fee: details

Contact Us To Purchase

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Download Brochure

Delivery Method
Pricing
Public (classroom)
US Locations: $2075 CAD*
(~$1,599 USD)
Canadian Locations: $2075 CAD*
Virtual Classroom
$2075 CAD*
Online
(self paced)
$1025 CAD
Onsite
(private class)
Please Contact Us

* May be eligible for $125 CAD Early Bird discount if booked 60 days in advance.

Duration: 2 Days