HDI® Support Centre Team Lead (SCTL)

Length 2 days
Price NZD 1760 exc GST
Inclusions Exam voucher

Course overview

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Why study this course

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 organisation 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 Centre 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 HDI public training courses. The exam is undertaken separately by the student within six weeks of completing this course.

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What you’ll learn

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

HDI at Lumify Work

HDAA is the Australasian Gold Partner of HDI, the leading events and services organisation empowering the technical support and service management industry and its people.

Founded in 1999, Help Desk Association Australasia (HDAA) is an independent association specialising in the Service and Support Industry. HDAA utilises the collective knowledge, energy, experience and expertise of their team and their members to create a foundation on which to deliver products and services that develop and promote excellence in the Service and Support Profession. HDAA courses are internationally recognised qualifications.

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Who is the course for?

Senior Support Centre Analysts
Service Desk Analysts
Support Centre Team Leaders
Service Desk Team Leaders
IT Support staff intending to progress into more managerial roles

Course subjects

Support Centre Overview

The Evolution of the Support Centre
The Role of the Support Centre
The Role of the Support Centre Team Lead
Management Functions
Managing Relationships

Business Planning and Strategy

The Strategy of a Successful Support Centre
Service Level Agreements (SLAs)
Standard Operating Procedures (SPOs)
Business Alignment

Support Centre Processes

IT Service Management (ITSM)
ITIL® Service Support
Security Management
Knowledge Management

Service Delivery Methods and Technology

Service Delivery Methods
Telephony Systems
Service Management Systems

Recruitment and Training

People Management
Recruitment
Sourcing
Training and Professional Development

Communication and Coaching

The Communication Process
Cultural Sensitivity
Emotional Intelligence
Managing Conflict
Coaching

Teamwork and Retention

Teamwork
Motivation
Performance Management
Retention

Quality Assurance and Marketing

Quality Assurance
Performance Reporting
Marketing the Support Centre

Prerequisites

none

THIRD PARTY REGISTRATION

Lumify Work offers certification and training in HDI Service Support and KCS through our partnership with HDAA. This arrangement requires Lumify Work to provide your details to HDAA for course and/or exam registration purposes.

Terms & Conditions

The supply of this course by Lumify Work is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.