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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 Certification Courses

HDI certifications are globally recognized credentials for technical support professionals who have demonstrated the skills and knowledge that professionals in specific roles are expected to possess. To remain relevant in the global marketplace, it is imperative that support professionals continue their professional development.

HDI courses equip individuals with the conceptual knowledge and practical skills they need to thrive in their support organisations. Expanding customer service skills, service management processes, and awareness of industry-standard best practices. HDI certification training helps IT support and service management professionals develop and promote their skills and abilities.

HDAA run a number of HDI certification courses  ranging from Customer Service Representative to Support Center Manager. Our training aids individuals in preparing for the certification exams while building their knowledge and developing skills based on the certification standards. 


Which course is right for you

Click here to see which course covers the topics most relevant to you or your staff.


HDI Certification Courses 

HDI® Training Courses

Brochure Duration

Public

Virtual

Onsite

Online

Customer Service Representative

1 Day

x

x

Support Center Analyst (SCA)

2 Days

x

Desktop Support Technician (DST)

2 Days

x

Support Center Team Lead (SCTL)

2 Days

x

Problem Management Professional (PMP)

2 Days

x

x

x

Technical Support Professional (TSP)

2 Days

x

x

x

Support Centre Manager (SCM)

2 Days

x

x

Knowledge‐Centered Service (KCSF) Foundation

1 Day

x

x

Knowledge‐Centered Service (KCSPr) Principles

2 Days

 x

x

**Training Cancellation and Transfer Policy


How can I take HDI Certification Training

  • Public Traiining - HDAA schedule courses throughout the year in Sydney , Brisbane and Melbourne. If there doesn;t appear to be a course scheduled contact HDAA to register your interest in a course and we will let you know as soon as one becomes available.

  • Most courses are available to be taken on-line via our learning portal. Access to online courses is for 12 weeks.  Support Centre Manager, Pronblem Management Professional and KCS Principles courses are not available online.

  • On-site training at your premises. All courses can be delivered on-site, with our trainer coming to you. There are no minimum number requirements for onsite training but you will normally need 5 or 6 attendees for this training to become more cost effective then public training.


Our Trainers

Our fully certified trainers bring years of real-world experience to your training, preparing you for the certification exam (if applicable) while delivering comprehensive and intimate knowledge of the Service and Support industry.


View HDAA Full Course Catalogue

View HDAA Training Calendar

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