: This on-demand Support Center Analyst Certification Training course provides your frontline agents the communication and technical skills and knowledge they need to deliver effective and efficient, high-quality customer service. Included real-world simulations and assessments ensure that once your team completes this course, they will provide better service to your customers.
In addition, participants who complete this course will be fully prepared to pass the Help Desk Institute (HDI) Support Center Analyst certification exam, a leading certification with proven results for over a decade.
Effective communication skills, including active listening, relationship building, and best practices for handling conflicts with difficult customers
Essential technical skills and processes for properly and efficiently resolving and documenting incidents
Problem solving, time management, and other soft skills that will improve their performance
How their performance impacts customer satisfaction, as well as the metrics used to measure their success are some of the learning objectives of this course.Instructor Description
: Ron was responsible for the design and development of HEAT, a software product for IT technical support organizations.
Ron is currently on the board of Cherwell Software, the leading IT service management software company for middle-market and smaller global companies. Additionally, Ron is on the board of The eLearning Guild, the association for digital learning. This position has given him access to some of the brightest minds in eLearning around the world."Certification
: 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 %