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[tpimg]http://cutejav.net/pic/images/15nk8tmdm.jpg[/tpimg] [tpb][tpsize=4]CBT Nuggets - Help Desk Institute (HDI) Support Center Analyst (SCA) : 374.05 MB[/tpsize][/tpb] Do you have the interpersonal helpdesk skills employers want? Support Center Analyst (SCA) certification from the Helpdesk Institute (HDI) says you do If you'd like to work in an IT support center, earning SCA certification is the best way to start. As a certified SCA, you'll know how to address customer support issues from first point of contact to successful resolution. Tim's Warner's SCA training covers all the HDI-SCA exam objectives, while linking you to tons of additional resources. Help Desk Institute (HDI) Support Center Analyst (SCA) training contains: * Series Overview * Leadership and Ethics * Communication and Organizational Skills * The Role of the SCA * Policy and the Support Center * Support Center Services and Metrics (free video!) * Teamwork and Rapport * Support Center Technical Infrastructure * Service Delivery Methods * Support Types Part I * Support Types Part II * Quality Assurance * Introducing ITIL Part I * Introducing ITIL Part II * Call Management Part I * Call Management Part II * Documentation and Problem Solving * Escalation and Status Reporting Here's what you'll learn in each video of the Help Desk Institute (HDI) Support Center Analyst (SCA) series: [tpb]LINKS :[/tpb] http://hotfile.com/dl/42326493/47b1f0d/Thanks_i-cbtnhdisca.part1.rar.html http://hotfile.com/dl/42326889/e3a6c13/Thanks_i-cbtnhdisca.part2.rar.html http://hotfile.com/dl/42327142/1ad71ac/Thanks_i-cbtnhdisca.part3.rar.html http://www.filefactory.com/file/b19d18d/n/Thanks_i-cbtnhdisca_part1_rar http://www.filefactory.com/file/b19d1ee/n/Thanks_i-cbtnhdisca_part2_rar http://www.filefactory.com/file/b19d1h9/n/Thanks_i-cbtnhdisca_part3_rar =========================================
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