HDI Support Center Analyst
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
- 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.
Upcoming Classes
| Start Date | End Date | Location |
|---|---|---|
| Oct 2, 2025 | Oct 3, 2025 | Virtual |
| Nov 4, 2025 | Nov 5, 2025 | Virtual |
| Dec 2, 2025 | Dec 3, 2025 | Virtual |
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
Certification Exam Details
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
The certification exam is based on the HDI Support Center Analyst (HDI-SCA) Certification Standard and is delivered online through the HDI Learning Center.
Exam Format
- Type: Multiple choice
- Number of Questions: 65
- Time Limit: 75 minutes
- Passing Score: 80% (unless otherwise published)
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 if you are unable to complete it within the initial 12-week window.
Exam Retakes
If you do not pass on your first attempt, exam retakes can be purchased for a additional fee.