HDI Support Center Analyst (HDI-SCA)

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?

• Front-line technical support staff who need to learn the critical steps required to effectively manage and prioritize incidents, reduce escalations, and 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

Course Outline

Unit 1: Evolution of the Support Center Evolution of the Support Center Role of the Support Analyst Support Center’s Role in the Business Unit 2: Strategic Framework Strategic Perspective Service Level Agreements Standard Operating Procedures Business Alignment Unit 3: Service Delivery Methods and Technology Service Delivery Methods Telephony Systems Service Management Systems Unit 4: Support Center Processes and Operations Best Practices for IT Service Management ITIL Service Support Security Management Knowledge Management Quality Assurance Unit 5: Call Handling Procedures Total Contact Ownership Procedures for Call Handling

Unit 6: Communication Skills Communication Process Cultural Sensitivity Vocal Elements Active Listening Incident Documentation Writing Skills Unit 7: Problem-solving and Troubleshooting Skills Problem-solving Skills and Types of Thinking Questioning Skills Solve Incidents with IMPACT Additional Customer Service Skills Root Cause Analysis Unit 8: Maximizing Effectiveness Your Customer’s Psychological Needs Handling Conflict Handling Difficult Customer Behaviors Stress Management The Power of a Service Attitude Managing Your Use of Time Managing Your Career

Classroom Training Schedule

Blended Training Schedule

HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your account manager or find an HDI Partner to discuss your needs.

The certification exam is included with training purchased directly from HDI. 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 Certification Standard and is delivered online through the HDI Learning Center.

Price: $145

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 HDI-SCA certification exam. This information is provided to help you focus as you prepare for the exam.

A 28-day extension is available for an online exam for a fee of $50. Exam retakes can be purchased for a fee of $99. Contact the HDI Customer Care Center at 800.248.5667.