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    Support Center Analyst

    $595.00

    Additional information

    BP-SCA-WE01

    Data sheet

    Certification included
    false

    To request more information, you can contact us via online chat, our website contact form, or toll free at 1-855-201-6910.

    Online courses are accessible 24/7/365 and self-paced, allowing you to progress at your own pace on your own schedule. They can be taken from anywhere in the world from the comfort of your own home. Classroom courses have a set schedule of the days and times the courses will be held, and you must attend during those specific times.

    Find out if online learning is right for you by contacting our team of registration advisers. Our team is available to answer any of your questions about taking an online course before you commit to enrolling. We will walk you through what to expect to ensure you are making the right decision. You can contact a registration adviser today via online chat, our website contact form, or toll free at 1-855-201-6910.

    No, you are not required to have a diploma or higher education degree to enroll in an online course. However, some occupations may require minimum educational thresholds for employment or certification. For more information on your desired career requirements, please contact us via online chat, our website contact form, or toll free at 1-855-201-6910.

    To take an online course, you will need to have access to an internet connection and an internet ready device such as a laptop, PC, or tablet. For course specific requirements, please visit the course page or contact a registration adviser today.

    Our courses are developed with multiple formats including text, audio, video, and interactivity. Our courses also include multiple resources and tools which can include flashcards, games, activities, and more.

    No, you can take the online courses from anywhere in the world.

    We participate in several financial assistance options including third party funding, both military and non-military. To request more information on the financial assistance options available and check your eligibility, contact us via online chat, our website contact form, or toll free at 1-855-201-6910.

    Duration is the amount of time you will receive access to your course. Durations vary by course and range between 1 month and 12 months. If you complete your course before your duration ends you will continue to have access to your course until the duration period ends.

    Many of our career training programs include certification vouchers. This means that at the successful completion of your course, at no additional charge, you will receive an exam voucher for the corresponding industry certification. This voucher will allow you to register and sit for the appropriate certification exam to obtain your industry credential.

    Our online courses are open enrollment, so you can start immediately. If you are using any third-party funding to cover your course tuition, your start date may be a future date determined by your funding program.

    Once enrolled, you will be assigned a client adviser who will provide you with customer and technical support. Your client adviser will supply you with your course access information, any needed materials, and be available to answer any questions you have during your training experience. They will regularly check-in with you to monitor your progress and assist you with staying on track. You will also be assigned to a course mentor who will provide curriculum support throughout your training. Your mentor is available to answer any questions you have on your course curriculum, will monitor your progress and understanding of the curriculum, and may give assignments or quizzes.

    If you experience any trouble accessing your course including technical issues or lost login credentials, please contact your client adviser at helpdesk@worldeducation.net.

    We strive to provide a fully online experience for students however some of our training courses include physical materials or equipment. Courses that have materials shipped directly to students will be shipped within 7 business days of registration. Some training courses have material for different sections and these courses may require multiple shipments as you completed stages of your course.

    Our goal for students is to successfully complete their training course and achieve their career goals. We understand that extenuating circumstances can interfere with your ability to complete your course in the duration given. Because of this we have free or low-cost extensions available for our courses upon request. To discuss or request an extension please contact your client adviser at helpdesk@worldeducation.net.

    Upon successful completion of your course and fulfillment of any outstanding financial obligations, you will receive your certificate of completion. Certificates are provided to you within 30 days of completion. Your certificate will validate the training course you completed with a stamp of completion.

    Students that successfully complete our career training programs are assigned a career development adviser who will coordinate placement at a local externship or hands on opportunity. These opportunities are optional and may vary based on availability and occupation. Your career development adviser will also provide job search services such as: resume building, mock interviews, job opportunity resources, and more. Our professional enrichment courses do not come with a career adviser or career services.

    Website Short Description

    This on-demand Support Center Analyst Certification Training course provides 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 you complete this course, you 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.

    Duration

    3 months

    Language

    English

    Instructor Description

    This course provides students with certified, skilled facilitators to guide them through their learning experience. Facilitators who are well trained in a unique mastery methodology and provide one-on-one instruction to their students to ensure mastery of the course material. The course facilitator is available to answer any questions a learner may have including questions on course content, course material, certifications, and even industry questions. Facilitators also monitor the progress of learners to ensure training retention and program advancement. The facilitator for this course, 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.

    Required Materials

    All required reference materials are provided with this program. Technical requirements:

    Internet Connection
    • Broadband or High-Speed (DSL, Cable, Wireless)
    Hardware Requirements
    • Processor - 2GHz Processor or Higher
    • Memory - 1 GB RAM Minimum Recommended

    Software Requirements
    • Operating Systems - Windows 7, 8 or 10; Mac OS x 10 or higher
    • Internet Browsers - Google Chrome is highly recommended
    • Cookies MUST be enabled
    • Pop-ups MUST be allowed (Pop-up Blocker disabled)

    Syllabus

    Module 1 - Leadership Principles: • Ethics • Time Management • Written Communication • Continuous Learning: Industry News and Trends • The Role of the Support Center Analyst (SCA) • Global Perspective • Emotional Intelligence • Leadership Principles Five-question Graded Assessment Module 2 - Policy and Strategy: • Professional Conduct • Organizational Policy • Overview of Support Center Services • Policy and Strategy Five-question Graded Assessment Module 3 - People Management: • Teamwork • Building Rapport • Stress Management • People Management Five-question Graded Assessment Module 4 - Support Center Systems and Delivery Methods: • Support Center Infrastructure • Telephony Systems • Computer Telephony Integration (CTI) • Self-Healing Technology • Support Center Service Delivery Methods • Telephone Support • Desk-side Support • Electronic Support • Chat Best Practices • Self-Service • Integrated Systems • Monitoring and Alert Systems • Self-Diagnosing Technology • Systems and Delivery Methods 10-question Graded Assessment Module 5 - SCA Job Responsibilities: • Service Level Management (SLM) • Security Management • Incident Management • Request Fulfillment • Problem Management • Change Management • Service Asset and Configuration Management • Release and Deployment Management • Access Management • Knowledge Management • Support Center Incident Management Simulation Game • SCA Job Responsibilities 10-question Graded Assessment Module 6 - Professional Communication Skills: • Continual Service Improvement (CSI) • Customer Management • Active Listening • Relationship Building • Customer Competency Assessment • Conflict and Negotiation Management • Documentation Processes • Problem Solving • Escalation • Professional Communication Skills 10-question Graded Assessment Module 7 - Measuring Customer Satisfaction: • Status Reports • Procedures • Quality Assurance (QA) • Customer Satisfaction Surveys • Customer Service • Support Center Best Practices and Frameworks • Customer Satisfaction Five-question Graded Assessment Module 8 - Performance Results: • Metrics and Measurements • Balanced Scorecard • Performance Results Five-question Graded Assessment

    Requirements

    Prerequisites

    There are no specific prerequisites for this course.

    Technical Requirements

    All required reference materials are provided with this program. Technical requirements: Internet Connection • Broadband or High-Speed (DSL, Cable, Wireless) Hardware Requirements • Processor - 2GHz Processor or Higher • Memory - 1 GB RAM Minimum Recommended Software Requirements • Operating Systems - Windows 7, 8 or 10; Mac OS x 10 or higher • Internet Browsers - Google Chrome is highly recommended • Cookies MUST be enabled • Pop-ups MUST be allowed (Pop-up Blocker disabled)

    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 % Each state may have additional licensing requirements, be sure to research your states requirements for employment by visiting your states occupation board.

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