1300 130 447
of organisations have a knowledge management program in place.
Source - The State of User-Facing
Knowledge and Knowledge
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 , Strategy Management
Communication , Performance Management , Recruitment & Sourcing , Retention , Training & Development , Communication , ITIL Framework , Knowledge Management , Reporting , Business Relationship Management (BRM) , Measurement & Reporting
Supervisor , Middle Management , Leadership , Support Centre Training ,
Service Desk Training
HDI® Desktop Advanced Support Technician (DAST) , HDI® Support Center Analyst (SCA) , HDI® Support Center Manager (SCM) , KCS Principles , Managing Difficult Customer Situations
Courseware will be posted directly to attendees and the course will be Instructor-led via web conferencing. Attendees will be able to interact with both the instructor and other attendees.
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.
The support centre team lead serves as the communication link between the team and the manager as well as the first point of internal escalation for the customer.
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.
The HDI Certification Exam is included in all HDAA's HDI Public & Online Course pricing.
Return to our Training Calendar.
Cancellation & Transfer Policy.
For an On-site quote, please contact HDAA on T: 1300 130 447.
Public:(Non Member) $1980.00 (inc GST)Online:(Non Member) $1100.00 (inc GST)
- Contact Us
- IT Membership
- Support Centre Association
- Comparison Guide
- Price Guide
- Membership Conditions
Training & Workshops
- Training Courses
- Recent Workshops
- Cancellation & Transfer Policy
- ITIL Training
- ITIL Foundations
- Support Centre Consulting
- Service Desk Consulting
- Help Desk Consulting
- Media Kit
- Update your details
- New account
© Copyright HDAA. All rights reserved.
HDAA - Energising the Service & Support Profession
Help Desk Association Australasia Pty Ltd trading as HDAA
T: 1300 130 447 T: +61 (0) 2 9986 1988 F: +61 (0) 2 9986 1330
E: email@example.com W: www.hdaa.com.au A: PO Box 303, Turramurra NSW 2074 Australia
ABN: 20 088 292 755
Our Services: ITIL | ITIL Training | ITIL Foundations | IT Membership | Service Desk Association | Support Centre Association | Support Centre Training | Service Desk Training | Help Desk Training | Support Centre Consulting | Service Desk Consulting | Help Desk Consulting
ITIL® and PRINCE2® are registered trade marks of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
RESILIA™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
DevOps Foundation®, is a registered mark of the DevOps Institute.
HDI® is a Registered Trade Mark. HDAA is the Australasian Gold Partner of HDI®.
KCS℠ is a Service Mark of the Consortium for Service Innovation™.