Certified Support Center Analyst (CSCA)

Service and support analysts serve as the main customer contact and offer front-line technical support. It is crucial that these IT support specialists offer every customer the best possible customer care during every interaction. Your employees can get the necessary abilities with the Support Center Analyst training provided by AIIT.

Certification Learning Objectives:

  • The handling of incidents, from their discovery and recording until their conclusion.
  • Critical thinking abilities to consistently and quickly solve problems.
  • The importance of service management procedures and their part in delivering high-quality assistance.
  • Knowledge of the fundamental procedures and best practices for the help desk.
  • Excellent communication techniques and active listening abilities.
  • Effective methods for enhancing customer interactions.
  • Effective customer service center management techniques.

Certification Requirements:

  • Bachelor’s Degree
  • 5 years of work experience as a Support Center Analyst

Certifying Examination:

  • To be certified as CSCA, student should take up a 1.5 hours exam at the designated examination centers.
  • The qualifying exam would consist of 50 multiple choice questions, testing core certification modules.
  • Professionals with relevant experience and other qualifying criteria may be exempted from the examination.

Certification Modules:

Module 1: Role of the Support Center Analyst
Module 2: Structural Framework of Service and Support
Module 3: Service Management Processes
Module 4: Troubleshooting & Incident Management