HDI® Support Center Team Lead (SCTL) Instructor-led training
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Support Center Team Lead training ensures that participants learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of the day-to-day operational activities of a team. This course is designed for support professionals who need to develop fundamental management and leadership skills.
This certification verifies that support professionals in a team lead or supervisor role possess the fundamental management and leadership skills necessary to provide operational support to the organization and the coaching skills to promote staff development.
What You Will Learn
- Essential team lead management and leadership skills
- The importance of service level agreements and operational level agreements
- The ITIL® processes of incident, problem, change, release, asset, and configuration management
- An overview of security management and knowledge management
- Strategies for managing conflict
- The essentials of people management: hiring, scheduling, evaluating, and retaining employees
- An eight-step method for effective coaching
- Proven team-building and motivational techniques
- Essential performance metrics and key performance indicators
Who Should Attend?
- Technical support professionals who must understand support center processes and best practices and master important daily functions like quality assurance monitoring, coaching, and escalation
- Individuals who are preparing for the HDI Support Center Team Lead certification exam
Certification Exam
The certification exam is included with training purchased directly from HDI. All learners are provided a 12-week window in which to take the exam.
The certification exam is based on the Certification Standard and is delivered online through the HDI Community Learning Platform.
Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.
Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees
Exam Weighting
The certification exam is randomly generated from a pool of pre-authorized exam questions. As a result, each certification exam is different. The questions have been classified by the categories of the HDI Standard. The certification exam is designed to test the candidate’s knowledge in each category.
The number of questions presented from each category is based on the certification weighting. When the time available to study prior to taking a certification exam is limited, consider the certification weighting and review the categories with the highest allocations.
For more information on the Support Centre Team Lead Course
Cancellation and Transfer Policy
PLEASE NOTE:
This course is real time instructor- led but held VIRTUALLY so all you need is a computer or laptop with internet capabilities. A headphone/speaker is also recommended if you have them available.
Venue: VIRTUAL Instructor-Led Course
Starting: 9:00 AM
Phone Enquiries: 1300 130 447
Email Enquiries: training@hdaa.com.au
