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Interest Alert – HDI Support Center Team Lead course in March 2012

Are you interested in gaining essential leadership skills to enhance your team’s performance?

Members of the NC HDI Chapters are looking to attend the HDI Support Center Team Lead course in March. If we can get at least 5 individuals to sign up for the course, we can have a session opened for our members. So please sign up today!

The Support Center Team Lead serves as the communication link between the team and the manager and is the first point of internal escalation for the customer. HDI Support Center Team Lead training ensures that you 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.

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 and essential performance metrics and key performance indicators.

Global Knowledge in Cary has agreed to host the course in March in the Raleigh area.  For course information visit the Global Knowledge website www.globalknowledge.com:  Course code 2538 – HDI Support Center Team Lead

Or contact Abby Prescott for course information: abby.prescott@globalknowledge.com or 991-463-7283.

Next Meeting: Thursday, January 19, 2012

HDI Charlotte Analyst Of The Year & Desktop Support Technician of the Year Awards Luncheon
Topic: Mobility, Cloud, and the Coming Singularity by Chris Dancy
Date: Thursday, January 19, 2012
Time: 11:30 AM – 1:30 PM
Location: Maggiano’s Italian Restaurant @ Southpark Mall  (Lunch is free)
RSVP: Click here to RSVP

Sponsored by ServiceNow, our next HDI Charlotte meeting will be on Thursday, January 19th over lunch from 11:30 AM – 1:30 PM at Maggiano’s Italian Restaurant.  During this meeting HDI Charlotte will conduct its 2011 Analyst of the Year and Desktop Support Technician of the Year Awards presentations over a 3-course, family-style sponsored luncheon.  We will also be treated to a dynamic presentation on Mobility, Cloud, and the Coming Singularity by Chris Dancy.  We encourage all helpdesk, technical support, vendor and customer service professionals to attend.

Topic: Mobility, Cloud, and the Coming Singularity
The impact of “big data” in the cloud on the enterprise, users’ perceptions of support and how support will evolve to use techniques to analyze the data to eventually support precognitive issues.  We are living in the future; our devices can see, talk and translate the world around us. Our instant link to knowledge means children today have access to more data than physicians of fifteen years ago. In a single day in 2011 more data is created on the web than in the years spanning 1995 to 2000.

Soon, navigating the streams of this “big data” will become a skill set that every IT professional will need. Before the end of this decade users and enterprises will be exposed to precognitive news and events. How will supporting this virtual time travel change the way you interact with risk, governance, and the steady footing that IT has had until this point?  This session will redefine you feelings about IT, technology, and your future.  Click below to read more and to register!

Thank you to our July 2011 event sponsors!

Pink Elephant
www.pinkelephant.com
Pink Elephant is proud to be celebrating over 20 years of ITIL experience – more than any other service provider. Operating through many offices across the globe, the company is the world’s #1 provider of ITIL and ITSM conferences, education and consulting services. Pink Elephant has been championing the growth of ITIL worldwide since its inception in 1989, and was selected as an international expert to contribute to the ITIL V3 project as authors of V3’s Continual Service Improvement book and through representation on the International Exam Panel.

BrookSource
www.brooksource.com
Brooksource is your single source for project and supplemental support through contract employment, contract-to-hire labor employment, and direct placements. We are the trusted staffing partner of our clients when it comes to project management, network upgrades, legacy system conversions, ERP implementations, web-based commerce development and other IT services.

Signature Consultants
www.sigconsult.com
Signature Consultants is a national IT staffing and services firm experienced in the recruitment and placement of IT professionals on a contract, contract-perm or permanent basis. In addition to being the 35th largest IT Staffing Company in the US, Signature was voted the 7th Best Place to Work in Charlotte by the Charlotte Business Journal. Additional services include managed staffing, infrastructure services and project based staffing.