National CAE Designated Institution
  • Classroom
  • Online, Instructor-Led

HDI Support Center Analyst (HDISCA) training focuses on support center strategies for effective customer service, emphasizing problem-solving and troubleshooting skills, contact handling procedures, incident management, communication skills, and an introduction to service management process. This course will help students gain the skills required for the nationally recognized HDI-SCA certification exam.

Learning Objectives

  • A. identify the process of incident management, from detection and recording to closure;
  • B. demonstrate critical thinking skills to resolve incidents quickly and consistently;
  • C. discuss the value of service management processes and the role they play in providing quality support;
  • D. develop an awareness of the core help desk processes and best practices;
  • E. develop valuable active listening skills and effective communication strategies;
  • F. identify techniques for improving customer interactions; and
  • G. define effective support center strategies for managing difficult customers.

Framework Connections

The materials within this course focus on the NICE Framework Task, Knowledge, and Skill statements identified within the indicated NICE Framework component(s):

Specialty Areas

  • Customer Service and Technical Support

Specialty Areas have been removed from the NICE Framework. With the recent release of the new NICE Framework data, updates to courses are underway. Until this course can be updated, this historical information is provided to give better context as to how it can help you with your cybersecurity goals.

Feedback

If you would like to provide feedback for this course, please e-mail the NICCS SO at NICCS@hq.dhs.gov.