Support Centre Analyst


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.

SKU: SCA Categories: , ,


At Course Completion

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


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