Course Description:

Desktop support professionals spend much of the day visiting customers at their workstations or home offices, providing technical support for many desktop systems. HDI Desktop Support Technician (HDI-DST) training focuses on key support center Processes and concepts to improve overall support operations, as well as customer service and interpersonal skills that improve the customer’s experience.

Course Outline:

Unit 1: Support Center Overview

• The Evolution the Support Center

• The Role of Desktop Support Technician

• The Support Center’s Role in the Busines

Unit 2: Strategic Framework

• Strategic Perspective

• Service Level Agreement

• 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: Call Handling Procedures

• Total Contact Ownership

• Procedures for Call Handling

• Procedures for OnSite 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 Time

Target Audience:

• 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.

Learning Objectives:

• 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.

Course Agenda:

Day 1

• Support Center Overview

• Strategic Framework

• Support Delivery Methods and Technology

• Support Center Processes and Operations

• Call Handling Procedures

Day 2

• Communication Skills

• Problem Solving and troubleshooting skills

• Maximizing Effectiveness