HDI® Support Centre Analyst (SCA)

Length 2 days
Price $1485 inc GST
Inclusions Exam voucher

Course overview

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Why study this course

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 centre analysts provide front-line 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 Centre Analyst training focuses on strategies for effective customer service, emphasising problem-solving and troubleshooting skills, call-handling procedures, incident management, communication skills, and an introduction to ITIL® processes.

The HDI Certification Exam is included in all HDI public training courses. The exam is undertaken separately by the student within six weeks of completing this course.

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What you’ll 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 centres
Valuable active listening skills and effective communication strategies
Proven techniques for improving customer interactions
Effective support centre strategies for managing difficult customers

HDI at Lumify Work

HDAA is the Australasian Gold Partner of HDI, the leading events and services organisation empowering the technical support and service management industry and its people.

Founded in 1999, Help Desk Association Australasia (HDAA) is an independent association specialising in the Service and Support Industry. HDAA utilises the collective knowledge, energy, experience and expertise of their team and their members to create a foundation on which to deliver products and services that develop and promote excellence in the Service and Support Profession. HDAA courses are internationally recognised qualifications.

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Who is the course for?

Support Centre Analysts
Service Desk Analysts
First and Second Level IT Support staff
Front-line technical support staff

Course subjects

Evolution of the Support Centre

The Evolution of the Support Centre
The Role of the Support Centre Analyst
The Support Centre’s Role in the Business

Strategic Framework

Strategic Perspective
Service Level Agreements (SLAs)
Standard Operating Procedures (SOPs)
Business Alignment

Service Delivery Methods and Technology

Service Delivery Methods
Telephony Systems
Service Management Systems

Support Centre Processes and Operations

Best Practice for ITSM
ITIL® Service Support
Security Management
Knowledge Management
Quality Assurance (QA)

Call Handling Procedures

Total Contact Ownership
Procedures for Call Handling

Communication Skills

Communication Process
Cultural Sensitivity
Vocal Elements
Active Listening
Incident Documentation
Writing Skills

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

Maximising Effectiveness

Your Customer’s Psychological Needs
Handling Conflict
Handling Difficult Customer Behaviour Strategies
Stress Management
The Power of a Service Attitude
Managing your Use of Time
Managing your Career

Prerequisites

none

THIRD PARTY REGISTRATION

Lumify Work offers certification and training in HDI Service Support and KCS through our partnership with HDAA. This arrangement requires Lumify Work to provide your details to HDAA for course and/or exam registration purposes.

Terms & Conditions

The supply of this course by Lumify Work is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.