HDI Desktop Support Technician

Course Duration: 2 days

What You Will Learn

• Proven techniques for improving on-site customer interaction
• How service level agreements impact workflow and prioritization of requests
• Seven key steps for effective root cause analysis
• The ITIL® processes of incident, problem, change, release, asset, and configuration management
• An overview of security management and knowledge management
• Essential time management and problem-solving skills
• Effective strategies for managing difficult customers

Who Should Attend?

• Technical support professionals who provide in-person support to internal employees, remote workers, or external customers and require skills specific to this unique form of customer contact
• Individuals who are preparing for the HDI Desktop Support Technician certification exam

Course Outline
Unit 1: Support Center Overview

• The Evolution of the Support Center
• Role of Desktop Support Technician
• Support Center’s Role in the Business

Unit 2: Strategic Framework

• Strategic Perspective
• Service Level Agreements
• Standard Operating Procedures
• Business Alignment

Unit 3: Service Delivery Methods and Technology

• Service Delivery Methods
• Telephony Systems
• Service Management Systems

Unit 4: Support Center Processes and Operations

• IT Service Management
• ITIL Service Support
• Security Management
• Knowledge Management
• Quality Assurance

Unit 5: Customer Management Skills

• Total Contact Ownership
• Procedures for Call Handling
• Procedures for On-Site Visits

Unit 6: Communication Skills

• The Communication Process
• Cultural Sensitivity
• Vocal Elements
• Active Listening
• Body Language
• Incident Documentation
• Writing Skills

Unit 7: Problem-solving and Troubleshooting Skills

• Problem-solving and Types of Thinking
• Questioning Skills
• Solve Incidents with IMPACT
• Additional Customer Service Skills
• Root Cause Analysis

Unit 8: Maximizing Effectiveness

• Your Customer’s Psychological Needs
• Handling Conflict
• Difficult Customer Behaviors
• Stress Management
• The Power of a Service Attitude
• Managing Your Use of Time