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HDI® Support Centre Analyst (SCA)

  • Length 2 days
  • 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.

Note: This HDI course currently has a price reduction for Virtual Instructor-Led Training (VILT) classes.

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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


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.

Stay ahead of the technology curve

Don’t let your tech outpace the skills of your people

Quality instructors and content

Expert instructors with real world experience and the latest vendor- approved in-depth course content.

Partner-Preferred Supplier

Chosen and awarded by the world’s leading vendors as preferred training partner.

Ahead of the technology curve

No matter your chosen technologies or platforms, we can help you stay one step ahead.

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




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

Terms & Conditions

The supply of this course by DDLS 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.

Request Course Information

By submitting an enquiry, you agree to our privacy policy and receiving email and other forms of communication from us. You can opt-out at any time.