Support Center Analyst

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.

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

The cost of the HDI Support Center Analyst Certification Exam is included in the course price.

All HDI certification exams are based on the HDI certification standards. HDI 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 HDI certification standards and provide skills building opportunities for the attendees. Learn more about the HDI standards.

Course Outline

Unit 1: Evolution of the Support Center
The Evolution of the Support Center
The Role of the Support Analyst
The Support Center's Role in the Business

Unit 2: Strategic Framework
Strategic Perspective
Service Level Agreements (SLAs)
Standard Operating Procedures (SOPs)
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 (ITSM)
ITIL Service Support
Security Management
Knowledge Management
Quality Assurance(QA)

Unit 5: Call Handling Procedures
Total Contact Ownership
Procedures for Call Handling

Unit 6: Communication Skills
The Communication Process
Cultural Sensitivity
Vocal Elements
Active Listening
Incident Documentation
Writing Skills

Unit 7: Problem-solving and Troubleshooting Skills
Problem-solving and Types of Thinking
Questioning Skills
Solve Incidents with IMPACT
Additional Customer Service Skills to Employ During
Incident Management
Root Cause Analysis

Unit 8: Maximizing Effectiveness
Your Customer's Psychological Needs
Handling Conflict
Strategies for Handling Difficult Customer Behaviors
Stress Management
The Power of a Service Attitude
Managing Your Use of Time
Managing Your Career


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