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 , 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
ITIL® 4 Foundation , HDI® Support Center Analyst (SCA) , KCS Principles , Major Incident Management Best Practice , Managing Difficult Customer Situations
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.
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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)
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HDAA - Energising the Service & Support Profession
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