HDI5

HDI Support Center Team Lead eLearning Course

Certificate HDI Support Center Team Lead (HDI-SCTL)
Duration 10-12 hours
Accreditor HDI

$795.00

Course Details

Course Outline

  • Support Center Overview
  • Business Planning and Strategy
  • Support Center Processes
  • Service Delivery Methods and Technology
  • Recruitment and Training
  • Communication and Coaching
  • Teamwork and Retention
  • Quality Assurance and Marketing

Course Description

Support center team leads serve as the communication link between the team and the manager as well as the first point of internal escalation for the customer. HDI Support Center Team Lead (HDI-SCTL) 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.

Important Note: Due to ITpreneurs IP restrictions, we cannot offer these courses to participants from Brazil, Australia, Japan, Sweden, Norway, Finland, Poland, Canada, USA. If you have inadvertently purchased one of the HDI courses, access/enrollment will have to be denied and a refund for the payment will be issued within 48 hours. Thank you for your cooperation and understanding.

Support center team leads serve as the communication link between the team and the
manager as well as the first point of internal escalation for the customer. HDI Support Center Team Lead (HDI-SCTL) 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.

Comprise of

  • eLearning
  • Mock Exams
  • Exam Preperation Guide

Audience

  • Technical support professionals who must understand support center processes and best practices and master important daily functions like quality assurance monitoring, coaching, and escalation.
  • Individuals who are preparing for the HDI Support Center Team Lead certification exam.

Learning Objectives

  • Essential team lead management and leadership skills.
  • The importance of service level agreements, and operating 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.

Delivery format

  1. Self-Study e-book
  2. Mock Exam
  3. Exam Preparation Guide

Please note that if an exam voucher is included, you are able to schedule your exam for up to twelve months.

Course Duration

Certificate: HDI Support Center Team Lead (HDI-SCTL)

Duration: 10-12 hours

Domain: Information Management

Delivery Method:

  • Self-Study e-book
  • Mock Exam
  • Exam Preparation Guide

Accreditation: HDI

How to pass the HDI Support Center Team Lead eLearning Course Exam

Delivery: Online

Format: Closed Book

Proctoring: Web Proctoring

Duration: 60 minutes (15 minutes additional for non-native English Speakers)

Number of questions: 65 simple multiple choice

Pass grade: 80%

Scheduling Your HDI Support Center Team Lead eLearning Course Exam

You will be able to use the voucher provided with the training material. Once you feel comfortable with the content of the course, our service desk will book the HDI (official HDI Support Center Team Lead eLearning Course exam provider) exam for you.

HDI® is a registered trademark of HDI, a part of UBM LLC, Methodologies and Intellectual Property owned by HDI, a part of UBM LLC, which is used by permission of and under licensing agreement with HDI, a part of UBM LLC. All rights reserved.

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