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 Business

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