Support Centre Analyst Course (SCA)

EXIN SIAM™ Foundation validates a professional’s knowledge about bringing together multiple service providers to strive for a common goal in order to support the client organization’s agreed objectives for service delivery.

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Course level:Intermediate


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Course Materials Include

  • Digital-PDF
  • Slides
  • Mock Exams

About Course

Help 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 Center Analyst training focuses on strategies for effective customer service, emphasizing problem-solving and troubleshooting skills, call-handling procedures, incident management, communication skills, and an introduction to ITIL® processes.

What I will learn?

  • The process of incident management, from detection and recording to closure.
  • Critical thinking skills to resolve incidents quickly and consistently.
  • The value of service management processes and the role they play in providing quality support.
  • An awareness of the core help desk processes and best practices.
  • Valuable active listening skills and effective communication strategies.
  • Proven techniques for improving customer interactions.
  • Effective support center strategies for managing difficult customers.

Course Curriculum

Introduction to Support Centre Analyst Course (SCA)

  • Introduction to Support Centre Analyst (SCA)

Support Centre Analyst Course (SCA) Course Modules

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Categories HDI

Target Audience

  • Support Center Analysts;
  • Service Desk Analysts;
  • Support Desk Analysts;
  • Customer Service Analysts;
  • 1st & 2nd Level IT Support staff; &
  • Front-line technical support staff.


  • There are no pre-requisites for this course