HDI Support Center Analyst eLearning Course

Certificate HDI Support Center Analyst (HDI-SCA)
Duration 10-12 hours
Accreditor HDI


Course Details

Course Outline

  • The Evolution of the Support Center
  • Strategic Framework
  • Service Delivery Methods and Technology
  • Support Center Processes and Operations
  • Call Handling Procedures
  • Communication Skills
  • Problem-Solving and Troubleshooting Skills
  • Maximizing Effectiveness

Course Description

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.

Important Note: Due to ITpreneurs IP restrictions, we cannot offer these courses to participants from Brazil, Australia, Japan, Sweden, Norway, Finland, Poland, Canada, USA. If you have inadvertently purchased one of the HDI courses, access/enrollment will have to be denied and a refund for the payment will be issued within 48 hours. Thank you for your cooperation and understanding.

HDI Support Center Analyst (HDI-SCA) training focuses on help desk strategies for effective customer service, emphasizing problem-solving and trouble-shooting skills, call-handling procedures, incident management, communication skills, and an introduction to ITIL® processes.

Comprise of

  • eLearning
  • Mock Exams
  • Exam Preperation Guide


  • 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.

Learning Objectives

  • 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.

Delivery format

  1. Self-Study e-book
  2. Mock Exam
  3. Exam Preparation Guide

Please note that if an exam voucher is included, you are able to schedule your exam for up to twelve months.

Course Duration

Certificate: HDI Support Center Analyst (HDI-SCA)

Duration: 10-12 hours

Domain: Information Management

Delivery Method:

  • Self-Study e-book
  • Mock Exam
  • Exam Preparation Guide

Accreditation: HDI

How to pass the HDI Support Center Analyst eLearning Course Exam

Delivery: Online

Format: Closed Book

Proctoring: Web Proctoring

Duration: 60 minutes (15 minutes additional for non-native English Speakers)

Number of questions: 65 simple multiple choice

Pass grade: 80%

Scheduling Your HDI Support Center Analyst eLearning Course Exam

You will be able to use the voucher provided with the training material. Once you feel comfortable with the content of the course, our service desk will book the HDI (official HDI Support Center Analyst eLearning Course exam provider) exam for you.

HDI® is a registered trademark of HDI, a part of UBM LLC, Methodologies and Intellectual Property owned by HDI, a part of UBM LLC, which is used by permission of and under licensing agreement with HDI, a part of UBM LLC. All rights reserved.

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