HDI Desktop Support Technician

Days: 2 day
Price: $1495

Course Details

As a desktop support technician, you are an IT support professional who spends much of your day visiting customers at their workstations or home office, providing technical support to many desktop systems.

In this HDI Desktop Support Technician course, you will learn about key support center processes and concepts to improve overall support operations, and you will gain customer service and interpersonal skills that improve the customer's experience.

This course is designed to assist you in preparing for the HDI Desktop Support Technician (HDI-DST) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase, and you must take the exam within 12 weeks of course completion.

Course Agenda

1. Support Center Overview

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

2. Strategic Framework

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

3. Service Delivery Methods and Technology

  • Service Delivery Methods
  • Telephony Systems
  • Service Management Systems

4. Support Center Processes and Operations

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

5. Customer Management Skills

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

6. Communication Skills

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

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

8. Maximizing Effectiveness

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

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