How to Prepare for the HDI-SCA Certification

How to Prepare for the HDI-SCA Certification   What is HDI? HDI is both a professional association and a certification sponsor. HDI gives out a number of certifications that pertain to help or support desk roles. These jobs often are the starting points for people looking to start a career in the IT industry. One of these certifications that they give out is the HDI-SCA certification. What is the HDI-SCA Certification? This certification is primarily geared for frontline technical support staff. It is designed to teach staff members on how prioritize IT related incidents and teach them how to reduce escalations. The HDI-SCA certification is primarily centered around customer service skills for managing the most difficult of customers and hopefully improving overall customer satisfaction. What is on the HDI-SCA Certification Exam? The exam must be completed within 12 weeks of purchasing it from HDI. The exam consists of 65 multiple choice questions and has a time limit of 75 minutes. The certification exam has randomly generated questions on it that are pulled from a pool of approved questions. The exam also has multiple different categories and each category is weighted differently. The categories include leadership (10%), policy and strategy (10%), people management (10%), resources (20%), process and procedures (45%), and performance results (5%).  You must get at least an 80% score to pass the exam. If all of the above criteria is met then the person will receive a certification from HDI. This certification can be added onto business cards, resumes, etc. How Do I Prepare Myself for the Exam? There are multiple ways to prepare to take the...

How to Prepare and get certified for HDI SCA Certification in Milwaukee Area

Evette

Evette

Passionate Information Technology Customer Support Specialist Student at Milwaukee Area Technical College
Motivated and determined Information Technology Customer Support student with an anticipated graduation date of Spring 2018.
Evette
Education is important!  However, certification is a great way to increase your career opportunities. Help Desk Institute Support Center Analyst (referred to as “HDI-SCA”), is an IT certification that students should consider obtaining to expand education and the likelihood for career opportunities in the IT field.    Why get certified?  If you want to show a potential employer that you are knowledgeable specific roles required for the position (i.e. Customer Service Representative or Support Center personnel), certification is a great way of reflecting you have achieved the level of knowledge and proficiency required for the job (i.e., Customer Service Representative or Support Center Director). HDI offers training that aids individuals in preparing for the certification exams while building their knowledge and developing skills based on the certification standards. If you are like me, you have just committed to student loans and logged hours of classroom hours to get complete your IT degree to become part of the growing IT field. Certification validates your current skills to a potential employer.  If you resident in the Milwaukee area, here is an overview on how to get started on your HDI certification:   SELECT TRAINING METHOD: HDI SCA training delivery is offered in several methods:  public training, onsite, online, and virtual classroom.  Currently, the only method available to residents in Milwaukee and outlining counties are online and virtual classrooms. To follow is a summary and legend of which certification is provided for virtual classroom and onsite training.  (Unfortunately, public classroom and onsite is not available in the Milwaukee-area.) Research Objectives:   If you reside in Milwaukee, your best option is to select the online method for...

Preparing and Getting Certified for your HDI SCA Exam in Milwaukee

When working in the IT field having a certification and showing you have the basic knowledge in your field opens a lot of doors. When working with computer support, obtaining your HDI-SCA certification is one way to set yourself apart from others. For this post I’ll go over the most time/cost effective way of preparing and eventually obtaining this exam. The first step in obtaining your certification is knowing what’s going to be on the exam and what you should be studying. To do this, I recommend taking the practice exam first so you know what you’re in for. The practice exam is $79 dollars and can be taken multiple times. If you’re a member on their website you get a $10 dollar discount every time you buy the practice exam. Unless you’re a help desk genius, you’re not going to know very much on the topics presented, which transitions in to step 2. This step includes gathering resources/knowledge to figure out what you missed from the practice exam. There are TONS of books and classes that will teach you what you need to know to ace this exam. Just do a quick search on google for exam guides and classes and you’ll be on your way. One helpful class directly from the HDI website gives you a few options on classes to take. You can take a 2-day session in a classroom that goes over all you’ll need to know ($1,495.) There’s also an online course option that you can do at your leisure with the time frame ending at 12 weeks. They recommend 10-12 hours to complete...

Preparing yourself for an HDI-SCA certification

Taking your first steps into an IT centric job can be a huge step for anyone. Many of those jobs are going to start you in a call center or support scenario and what better way to walk yourself right through that door than with a HDI-SCA certification? The easiest path to take is to utilize the programs at this very school! MATC offers an excellent Support Analyst class “ITSUP-140”, that will set you on the right path for achieving your certification.  The class will prepare you for the exam through the various homework assignments and tests as well as the research you do on your own. Use the class to not only give yourself a baseline on what the exam fully entails, but to track what topics you know and could improve on. Taking the extra time to go over and study further will only make it that much easier when it comes to taking the certification exam and making sure you get it done in one shot.  Set up a plan for yourself, take the course, study anything you aren’t 100% on and prepare yourself for the exam near the end of the course while your information is fresh in your mind, DO NOT WAIT! Tackling a certification exam is not a quick and easy process. Making a plan and sticking to it will go a long way when working towards passing a certification. Utilize any resource you can find, take the time to study, and do not rush yourself. A simple task list that you could set up for yourself might look something like this: 1....

Prepare and get certified for HDI SCA in Milwaukee Area

Preparing for the this exam will take some effort and dedication, because there is a lot of effort you will need to display. But the thing is that it will pay off in the long run, so don’t be in a rush. Just take your time and put the work in. Also, concentrate on improving your weaknesses so that during the exam you will be better prepared to handle the most difficult questions much easier. So, getting ready for an exam of this magnitude can be quiet nerve racking and stressful and those two things can have an huge impact on your exam scores. So during this whole process you should concentrate on little activities they will calm your body and brain down and to relax. You should practice these things as much as possible before studying and taking practice exams so your body can get prone to such things that will you relax. This is very important and essential to the success of you obtaining your certification because their are plenty of students and exam participants who were well trained and prep for a test or exam and due to the stress and anxiety, it caused them to do very poor on the  exam. So remember to always try to relax and put your body and brain free pf all stress and  anxiety. To get certified in any type of field of study is incredibly efficient and beneficial because it will allow you to learn as much as possible about your craft. And that is a big key in the industry of IT because IT is constantly learning...

Prepare and get certified for HDI SCA in Milwaukee Area

Sabrina Tolley

Sabrina Tolley

IMSD Service Desk Technician/DeskTop Support at Stratagem/Milw Cnty
I provide support for all types of client technology including Desktop computers, Phones, and Laptops.

Having served in Information Technology for the past 15+ years as a Desktop/Help Desk Support Specialist, with continued success in obtaining my Associates Degree in Networking Administration/Service Desk Program as of January 2016.
Sabrina Tolley
  The HDI SCA is one of the most popular certs in the computer industry and is considered by many to be a valuable starting point in IT. HDI SCA demonstrates an individual’s working knowledge of the practical use of current software and operating systems from like Microsoft, Apple, and Novel.   As you go along with searching for an IT Support Profession you will notice that some companies prefer that the tech has the basic of technology, by having the skills of a CompTIA certification, will better your chance for those companies requiring such skills.   There are plenty of self-starters options on the internet and available books. Before you can schedule an “HDI SCA testing session you’ll need to find out the cost, where to take the test, and the course needed to be successful. Depending on how you prefer to take the class there are several ways available:   Course Outline Unit 1: Evolution of the Support Center Evolution of the Support Center Role of the Support Analyst Support Center’s Role in the BusinessUnit Unit 2: Strategic Framework   Strategic Perspective Service Level Agreements· Standard Operating Procedures Business alignment   Unit 3: Service Delivery Methods and Technology Service Delivery Methods Telephony Systems Service Management Systems   Unit 4: Support Center Processes and Operations Best Practices for IT Service Management ITIL Service Support Security Management· Knowledge Management Quality assurance     unit 5: Call Handling Procedures Total Contact Ownership Procedures for Call Handling   Unit 6: Communication Skills Communication Process Cultural Sensitivity Vocal Elements Active Listening Incident Documentation Writing Skills   unit 7: Problem-Solving and Troubleshooting Skills...