HDI Support Center Analyst

HDI is the leader in certification and training for help desk, support center, and service desk professionals.

Support center analysts provide front line support and act as the primary contact for customers. For this reason, it is important that these help desk professionals provide the highest quality customer care with every interaction.

The HDI Support Center Analyst (HDI-SCA) course focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for help desk, support center, and customer support processes and tools, and an introduction to ITIL® processes.

“HDI provided the best training and material I’ve seen. It was very relevant to all my interests – and my career.” Allison Virag Credit Acceptance

What You Will Learn:

• How to assess customer business needs and exceed customer expectations
• Critical thinking skills to resolve incidents quickly and consistently
• Active listening skills and effective communication strategies
• How to identify and defuse challenging customer behavior
• Ways to create win-win interactions with customers, management, and team members
• An awareness of ITIL® processes

Who Should Attend:

• Support staff who want to develop a knowledge and understanding of help desk and support center operations
• and those who are seeking HDI Support Center AnalystCertification.

Certification Exam

This certification exam is based on the HDI-SCA Certification Standard. The exam is delivered online through the HDI Learning Center. Once registered for the online exam, the candidate will have up to 12 weeks to take the exam.

Course Prices

Includes on-line certification exam.

Classroom Interactive two-day course among peers.

HDI Members: $1295 per person Non-members: $1395 per person

See Schedule Below

Online 10-12 hours of self-paced, economical training.

HDI Members: $545 per person Non-members: $595 per person

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Blended Learning 10-12 hours of self-paced, online training complemented by three, two-hour sessions of Instructor-led, Virtual Classroom.

HDI Members: $895 per person Non-members: $995 per person

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Onsite A two-day course conducted at your company’s site.

Request information or call 1-800-248-5667.

Classroom Training Schedule