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HDI Support Center Team Lead eLearning Course

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…

Certificate HDI Support Center Team Lead (HDI-SCTL) Duration: 10-12 Hours
Duration 10-12 hours
Delivery Self-Study e-book, Mock Exam, Exam Preparation Guide
Accreditor HDI
Exam Online

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720.00

Course Details

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.

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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

Course Information

Certificate: HDI Support Center Team Lead (HDI-SCTL) Duration: 10-12 Hours

Duration: 10-12 hours

Domain: Information Management

Delivery Method:

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

Accreditation: HDI

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.

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

Exam Facts

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%