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Get certified by the Helpdesk Institute as a Support Center Analyst with this training.

This course will be retired in 292 days. If you have questions, please contact us.

This video training with Tim Warner covers the knowledge and skills needed to work at an IT support center, including quality assurance, call management, and more....
This video training with Tim Warner covers the knowledge and skills needed to work at an IT support center, including quality assurance, call management, and more.

Recommended skills:
  • Familiarity with basic IT concepts
  • Customer service experience

Recommended equipment:
  • None

Related certifications:
  • HDI Support Center Analyst (HDI-SCA)

Related job functions:
  • IT support

Do you have the interpersonal helpdesk skills employers want? Support Center Analyst (SCA) certification from the Helpdesk Institute (HDI) says you do.

If you'd like to work in an IT support center, earning SCA certification is the best way to start. As a certified SCA, you'll know how to address customer support issues from first point of contact to successful resolution.

Tim's Warner's SCA training covers all the HDI-SCA exam objectives, while linking you to tons of additional resources.

All trademarks and copyrights are the property of their respective holders.
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1. Series Overview (15 min)
2. Leadership and Ethics (23 min)
3. Communication and Organizational Skills (23 min)
4. The Role of the SCA (28 min)
5. Policy and the Support Center (18 min)
6. Support Center Services and Metrics (30 min)
7. Teamwork and Rapport (23 min)
8. Support Center Technical Infrastructure (25 min)
9. Service Delivery Methods (20 min)
10. Support Types Part I (31 min)
11. Support Types Part II (19 min)
12. Quality Assurance (22 min)
13. Introducing ITIL Part I (28 min)
14. Introducing ITIL Part II (33 min)
15. Call Management Part I (28 min)
16. Call Management Part II (27 min)
17. Documentation and Problem Solving (18 min)
18. Escalation and Status Reporting (12 min)

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7 hrs 18 videos


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