HDI Support Center Analyst eLearning Course

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.
$695.00 excl tax

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Course Details

Certificate: HDI Support Center Analyst (HDI-SCA)

Duration: 10-12 Hours

Delivery Method: e-Learning

Available Languages: English


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

What Will You 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.


  • 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.

Modules Covered in Course

  • 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

Exam Facts

 Delivery  Online 
 Format  Closed Book
 Proctoring  Web-Proctored
 Duration  60 minutes, 15 minutes additional time for non-native candidates 
 No. of Questions    65 multiple choice questions 
 Pass Grade  80%

Get Started in Minutes

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For Queries

ITpreneurs Service   Desk   Team   Support for online learning components such as the e-learning courses, eBooks licences, learning portals,       websites,    technology. servicedesk@itpreneurs.com

For Detailed Information Refer to the Course Fact Sheet 

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