SCA - Support Centre Analyst

AUD$ 2,000
Academy IT strive to provide you with the training you need when you need it most. If you require a course and can’t attend on the dates provided or if they are not suitable to your staffing or project timelines – please call PH: (08) 7324 9800 to negotiate an alternative booking time.

About this course

Develop the skills to create exceptional customer experiences.

Service 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 service desk strategies for effective customer service, emphasising problem-solving and troubleshooting skills, call-handling procedures, incident management, communication skills and an introduction to ITIL® processes.


This course focuses on:


  • The process of Incident Management - from detection & recording to closure;

  • Critical thinking skills to resolve incidents quickly & consistently;

  • The importance of Total Contact Ownership;

  • An awareness of the core processes & best practices used in service & support;

  • Valuable active listening skills & effective communication strategies;

  • Proven techniques for improving customer interactions; &

  • Effective strategies for managing difficult customers.

Audience Profile

This course is suitable for:


  • Support Centre Analysts;

  • Service Desk Analysts;

  • 1st & 2nd Level IT Support staff; &

Front-line technical support staff

There is no outline for this course, please contact

| Powered by nopCommerce