CA$1,995 – CA$2,595

HDI Desktop Support Technician 2 Days Training in Hamilton

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Regus - Hamilton - King Street

21 King St W 5th floor

Hamilton, ON L8P 4W7


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Refund Policy

Refund Policy

Refunds up to 7 days before event

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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 Topics:

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

Learning Goals:

● 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

Who can 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.

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Date and Time


Regus - Hamilton - King Street

21 King St W 5th floor

Hamilton, ON L8P 4W7


View Map

Refund Policy

Refunds up to 7 days before event

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