Computer/Networks/Telecom/Learning Center



Main Page


Course Calendar








HDI Support Center Analyst (SCA)Certification


CERTIFICATION(s): HDI Support Center Analyst (SCA)

This certification verifies that front-line technical support professionals possess the
knowledge and skills required to provide quality service and support. It ensures they
understand service management processes and best practices, while providing a competitive
edge for career advancement.

CNTLC Inc provides you this training that addresses the following topics.
1. Strategies for effective customer service
2. Role of the Support Center Analyst (SCA)
3. Service Delivery Methods
4. Call-handling procedures
5. Incident management
6. Communication skills, Teamwork and Rapport
7. ITIL® processes
8. Documentation and Problem Solving

DURATION : Instructor Led Bootcamp Saturdays from 9:00am to 5:00pm or Sundays from 12:30 to 7:30pm or 2 to 3 nights from 6pm to 9pm

We also offer self study options with course notes and review questions.

COST: Instructor led $275 per course and self study guides $100 per course

See Course Schedules for times and dates offered.

Main Page | General Info | Course Schedules

Send e-mail to

CNTLC Computer Networks Telecom Learning Center
23 Westmore Drive Suite 104, Etobicoke, Ontario, M9V 3Y7
Phone: (416) 744-7739 Fax: (905) 789-1173

View MAP of Address

Copyright CNTLC Inc. © 1999 All rights reserved. Product names and company names are the trademarks of their respective holders Please contact us with any comments.

Back to top of Page