Support Centre Team Lead Course (SCTL)

 

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 HDI course is designed for support professionals who need to develop fundamental manage-
ment and leadership skills.

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.

This HDI 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.


This 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.

Unit 1: Support Center Overview

  • Evolution of the Support Center
  • Role of the Support Center
     

Unit 2: Role of the Support Center Team Lead

  • Role of the SCTL
  • Effective Leadership
  • Emotional Intelligence
  • Managing Relationships
     

Unit 3: Business Planning & Strategy

  • Stategic Perspective
  • Building a Strategy
  • Service Level Management
  • SOPs
  • Business Alignment
     

Unit 4: Support Center Processes

  • Best Practices for Support
  • Service Operations
  • Additional Processes
  • Knowledge Management
     

Unit 5: Service Delivery Methods & Technology   

  • Support Center Infrastructure
  • Support Tools
  • Service Delivery Methods
  • Cloud Services
  • Service Management Systems

Unit 6: Workforce Management and Training

  • Workforce Management
  • Sourcing & Recruitment
  • Training

 

Unit 7: Communication & Coaching

  • Communication
  • Global Awareness
  • Managing Conflict
  • Coaching
     

Unit 8: Teamwork, Motivation, & Retention

  • Teamwork
  • Motivation, Rewards, Recog
  • Performance Management
  • Retention
     

Unit 9: Metrics & Quality Assurance

  • Metrics
  • Quality Assurance
  • Using Surveys
  • Performance Reporting
  • Marketing the Support Center
  • 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.

On-Line Computer-based Course

Online, computer-based self-paced training allows student to train at their own speed, permitting them to concentrate on areas of specific need. Students can train from any computer with Internet access, and the course takes approx. 16 - 20 hours to complete.

  • Learn virtually anytime, anyplace, and at any pace.
  • Online training can be a cost effective means for employees to achieve certification, particularly for companies with remote employees or multiple office locations.
  • Ramp up employees quickly. Courses can be activated in as short as 24 hours.
  • Your on-line course includes certification exam.
  • Once your online course and exam have been activated, you have 12 weeks to access and complete both the course and exam. 
     

Virtual Instructor-Led Classroom

These scheduled courses provide students with live, instructor-led training delivered by an HDAA qualified trainer. Using web conferencing software, students interact with the instructor without ever leaving their desk.

  • Minimize the impact on your daily schedule by only training eight hours for one day.
  • Ask questions and interact with the instructor and other attendees.
  • Structured discussions facilitate networking and learning from real-world experiences.
     

Classroom Public Training

Facilitated by an HDAA qualified trainer, this one-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.

  • Maintain adequate coverage in your support center by staggering training dates.
  • Focus on learning by being out of the office.
  • Structured discussions facilitate networking and learning from real-world experiences.
     

On-Site Training / Dedicated Virtual Instructor-Led Training

HDAA can train your team at your facility anywhere within Australia and New Zealand, eliminating individual staff travel costs and putting more control in your hands. Control class size and pick training dates that accommodate your business schedule.

Focus on your organization's key issues and pain points. Save money. With groups of eight or more, this option can be very cost effective.

 On-site Training enquiry.

 

No dates available contact HDAA toregister your interest.

 

OR TAKE THIS COURSE ONLINE  (computer based self-paced training)

WHY CHOOSE US

  • We have Trained more than 7000+ participants
  • Accredited HDI and PeopleCert Training Organisation
  • Trained 100's of Australian Government & Private Organisations
  • Train Anywhere, Anytime with On-Line Self Paced Course Options
  • Certification recognised worldwide
  • Professional Trainers with Industry Experience
  • We have over 20 Years of Training Delivery Experience
  • The Latest Vendor Approved In-depth Course Content

HDI courses are developed from HDI certification standards and are designed to assist a student in preparing for the HDI certification exam. They reinforce the core concepts of the certification standards and provide skills building opportunities for the attendees.

Exam delivery is online through the HDI Learning Centre. Access is established through HDAA upon request from the student either via email or phone. Once released after public or onsite training the exam must be taken within 6 weeks.

Individuals who achieve the passing score will receive a certificate (PDF Version) from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards. All exams consists of 65 multiple choice questions and must be completed in 75 minutes.

A minimum score of 80 per cent is required to pass a certification exam, unless otherwise published.

Exam Weighting

The certification exam is randomly generated from a pool of pre-authorised exam questions. As a result, each certification exam is different. The questions have been classified by the categories of the HDI Standard. The certification exam is designed to test the candidate's knowledge in each category.

The number of questions presented from each category is based on the certification weighting. When the time available to study prior to taking a certification exam is limited, consider the certification weighting and review the categories with the highest allocations.

The following table represents the weighting for each of the standards categories within the certification exam. This information is provided to help you focus as you prepare for the exam.

Support Centre Team Lead:

Category   Weighting %
Leadership:     30%
Policy and Strategy:     10%
People Management:     30%
Resources:     10%
Process and Procedures:     15%
Performance Results     5%

 

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

HDI Exam Re-takes and Extensions
A 28-day extension is available for an online exam for a fee of $60.50 (inc GST). Exam re-takes can be purchased for a fee of $115.50 (inc GST). Contact the HDAA on T: 1300 130 447.

Practice Exams (additional charges apply)
HDI practice tests provide additional preparation for HDI certification exams. Once you complete a practice test, a report is provided that lists the questions missed and what competency within the HDI Standard you should review.

Each practice test is 30 questions and must be completed in 35 minutes
You may take multiple tests
Each practice test is randomly generated from a pool of test questions

Practice Exam Cost $90.20

How long do I have to complete my course?

Once your course is activated (usually within 1 business day of receipt of payment), you have twelve (12) weeks to complete the course. You can take the course as many times as you'd like in that 12-week period and bounce around portions of the course as much as needed, allowing you to set your own self-study pace.

What are the systems requirements for taking an online course?

You'll need a continuous Internet connection and a browser that has Flash enabled.

How can I get a copy of the standards?

In the conclusion module of the training course, you'll be able to download the standard so you can study it. (No, reallystudy it.)

Can I retake my exam if I don't pass?

Yes. Each retake costs $115.50 AUD. You may purchase as many retakes as you need. You don't have to wait a "blackout period" to purchase a retake, but do keep in mind that it does take up to one business day for the retake to be activated in the system.

Can I extend my course/exam/practice test after it expires?

Yes. You may purchase a four-week extension for your course or exam or practice exam for $60.50 AUD each.

What is included with my on-line course registration?

All course prices include the online training course and certification exam. Practice tests must be purchased separately.

What is the cancellation policy for on-line courses?

Self-paced online course registrations are final. No cancellation or refund is available. Access is granted to online courses and certification exams once payment is received. A purchase order number may be provided for reference, but online courses and certification exams will not be activated until actual payment is received.

Who do I contact if I need support?

If you require support you can contact HDAA, ph: 1300 130 447
or you can contact HDI directly via their Customer Care Center: 1.800.248.5667

Public, Virtual and Onsite Course Cancellation & Transfer Policy

Full payment of course fees or a Purchase Order must be received no less than thirty (30) days prior to the scheduled course date you have nominated to hold. Any booking received less than thirty (30) days prior to the nominated course commencement date must be accompanied by a written Purchase Order or credit card payment authority to secure the booking.

Clients cancelling their public or virtual course registration with less than three weeks’ notice will not be entitled to a refund.

No shows on public and virtual courses will pay full course rates.

Cancellation of On-site Courses: Notice received within twenty one (21) to thirty (30) days of the scheduled course commencement date will incur a fee equal to 25% of the invoice. Notice received within seven (7) to twenty one (21) days will incur a fee equal to 50% of the invoice. Notice within 7 days will be charged the full invoice price.

Postponement of On-site Courses: Notice received within twenty one (21) to thirty (30) days of the scheduled course commencement date will incur a fee equal to 20% of the invoice. Notice received within seven (7) to twenty one (21) days will incur a fee equal to 30% of the invoice. Notice within 7 days will be treated as a cancellation. Only one postponement per invoice allowed.

Transfers between scheduled public courses will be accepted if requested no less than three weeks prior to the course start date. Any transfer of registration received no less then two weeks of the course start date will incur a $440 transfer administration fee. Transfer are not available with less then 1 weeks notice of the course start date.

Attendee name changes will be accepted up to the day prior to the course start date.

In rare instances, a public course may be rescheduled or cancelled. HDAA will provide as much notice as possible. In this event, the client may receive a full refund, or take a credit toward another HDAA course. HDAA cannot be held responsible for penalties resulting from travel arrangements.

In the event that we do have to cancel a training course at the last minute, the HDAA administration team will contact you via phone to either reschedule you for an alternate course or provide you with a full refund of the course price paid.
HDAA reserves the right to postpone/cancel a training course or an event at any time, at which, paying participants will be entitled to one of the following:

To participate at a revised date specified by HDAA; or
A refund or
A credit to that amount for future HDAA training.
To receive reimbursement or credit, please call HDAA on 1300 130 447 to make appropriate arrangements.

On-Line Course Cancellation Policy: Self-paced online course registrations are final. No cancellation or refund is available. Access is granted to online courses and certification exams once payment is received. A purchase order number may be provided for reference, but online courses and certification exams will not be activated until actual payment is received.

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