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of organisations have a knowledge management program in place.

Source - The State of User-Facing
Knowledge and Knowledge
Management, HDI

About the Knowledge Base

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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

HDI® Support Center Team Lead (SCTL)

Date: 30-31 Mar 2020, 9:00 am-5:00 pm
Venue: Instructor-Led Virtual Course
Availability: Virtual
Certification: HDI
Prerequisites: None
Certification Exam Information

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In light of Covid-19 virus pre-cautions, this course will now be held virtually, this will allow our attendees to avoid any unnecessary travel or contact with crowds. 

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.

SALE NOW ON - $200 off all member seats


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.

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The course focuses on:

  • Essential team lead management & leadership skills;
  • The importance of service level agreements & operational level agreements;
  • The ITIL® processes of incident, problem, change, release, asset & configuration management;
  • An overview of security management & knowledge management;
  • Strategies for managing conflict;
  • The essentials of people management: hiring, scheduling, evaluating & retaining employees;
  • An eight-step method for effective coaching;
  • Proven team building & motivational techniques; &
  • Essential performance metrics & key performance indicators.

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Course Outline:

Unit 1:
Support Center Overview 
  Unit 5:
Recruitment & Training 
- The Evolution of the Support Center
- The Role of the Support Center
- The Role of the Support Center Team Lead
- Management Functions
- Managing Relationships 
  - People Management
- Recruitment
- Sourcing
- Training & Professional Development
Unit 2:
Business Planning & Strategy
  Unit 6:
Communication & Coaching
- The Strategy of a Successful Support Center
- Service Level Agreements (SLAs)
- Standard Operating Procedures (SPOs)
- Business Alignment
  - The Communication Process
- Cultural Sensitivity
- Emotional Intelligence
- Managing Conflict
- Coaching
Unit 3:
Support Center Processes
  Unit 7:
Teamwork & Retention
- IT Service Management (ITSM)
- ITIL Service Support
- Security Management
- Knowledge Management
  - Teamwork
- Motivation
- Performance Management
- Retention
Unit 4:
Service Delivery Methods & Technology
  Unit 8:
Quality Assurance & Marketing
- Service Delivery Methods
- Telephony Systems
- Service Management Systems
  - Quality Assurance
- Performance Reporting
- Marketing the Support Center

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Who Should Attend:

  • Senior Support Center Analysts;
  • Service Desk Analysts;
  • Support Center Team Leaders;
  • Service Desk Team Leaders; &
  • IT Support staff intending to progress into more managerial roles.

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Membership Level Price (per attendee)
Non-Member $1980.00
Platinum Member $1544.40
Gold Member $1633.50
Silver Member $1742.40
Bronze Member $1782.00
Virtual Member $1683.00

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Further Details:

The HDI Certification Exam is included in all HDAA's HDI Public & Online Course pricing.

Return to our Training Calendar.

About HDI.

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)