Overview

IT IS and Technical helpdesks are growing at an astonishing rate in the past few years. Building skills for the key roles for AM, Manager and Supervisor levels are of utmost importance for any organization. HDI provides a standard for assessing the organizations maturity levels and is specially designed for IT Helpdesks. HDI and QAI together offer skill enhancement programs to enhance performance and make businesses customer centric.HDI standard is also aligned to ITIL and Business excellence frameworks.

We are specifically looking at assessing the organization’s maturity levels and building the key skills for these roles through programs like:-

• HDI Certified Manager
• HDI Certified TL
• HDI Certified Director and
• KCS- for KM

Benefits

What HDI and QAI has to offer:

• A Competency standard for assessment of maturity levels of a Support center
• Defined competency levels for various job roles within the support center
• HDI training to build competency levels
• HDI certifications to assess competency levels
• HDI Assessment for maturity levels for a contact center
• Separate training and certification for Knowledge management

Participants will get insight into how to align Support center and Helpdesks to the organization and convert them into profit centers.

Who Should Attend

• Operations Managers & AM , Quality Managers , Real time Management personnel
• Process and transition managers, QAs, Supervisors

Pre-requisites

• None

Suggested Pre-Readings

• None