1300 130 447
make a knowledge base
available to end users
Source - HDI Report
About the Knowledge Base
Search all the Knowledge Base
Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens
People Management , Process Management
Communication , Training & Development , ITIL Framework
HDI , Analyst , Help desk Training , Service Desk Training , Support Desk Training , IT Customer Service
HDI® Support Center Analyst (SCA) , HDI® Support Center Team Lead (SCTL) , KCS Principles , Major Incident Management Best Practice , Managing Difficult Customer Situations
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.
Help desk professionals and support centre analysts provide front-line support and act as the primary contact for customers. It is important that these service desk professionals provide the highest quality customer care with every interaction.
HDI Support Center Analyst training focuses on strategies for effective customer service, emphasizing problem-solving and troubleshooting skills, call-handling procedures, incident management, communication skills, and an introduction to ITIL® processes.
The HDI Certification Exam is included in all HDAA's HDI Public & Online Course pricing.
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For an On-site quote, please contact HDAA on T: 1300 130 447.
For HDAA member pricing please view training course fees in the
Public:(Non Member) $1650.00 (inc GST)Online:(Non Member) $880.00 (inc GST)
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