HDI Desktop Support Manager course

HDI Desktop Support Manager

Course Overview:

As the desktop support manager, you are responsible for executing the operational and tactical plans of desk side support while satisfying customer and business needs. The scope of services the desktop support manager must provide reaches beyond supporting desktops. It includes support for laptops, notebooks, PDAs, printers, and just about anything the company desires that requires face-to-face or desk side support, also known as desktop services, desk side support, technical services, or on-site support.
Designed for both new and experienced desktop support managers, this course helps you learn to satisfy operational demands and build a support function that aligns with the organization, adds value to the business, and delivers on its commitments.
This course is designed to assist you in preparing for the HDI Desktop Support Manager (HDI-DSM) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase and exam must be taken within 12 weeks of course completion.

Course Objectives:

Characteristics of an effective desktop support manager
How to create service level agreements, operating level agreements, and standard operating procedures in support of a service catalog
Steps to cost-benefit analysis, total cost of ownership, and calculating return on investment
The relationships between IT service management processes
Desktop support technologies
Processes for desktop support
Staffing models
Tactics for screening, hiring, training, and managing high-performance teams
The metrics and key performance indicators essential to desktop support performance reporting
Who Needs to Attend?
Experienced technical support professionals who must manage day-to-day functions of desktop support and master critical performance and customer service strategies
Individuals who are preparing for the HDI Desktop Support Manager certification
Course Pre-Requisite

Course Outline
1. Desktop Support
2. Effectively Managing Desktop Support Services
Desktop Support Manager Roles and Responsibilities
Your Role as a Manager
Your Role as a Leader
Code of Conduct
Effective Communication
Communicating Across Cultures
Conflict Resolution and Negotiations
Building Your Team
Managing Organizational Change
3. Strategic Management
The Strategic Perspective
Building Your Strategy
Key Elements of Vision and Mission Statements
Support as a Business
IT Financial Management
Quantifying Costs
Metrics, Benchmarks, and KPIs - A Primer
4. Operations Management
Service Delivery Methods
Telephony Infrastructure
Service Management Systems
Self-Healing Technologies
Selecting Your Technology
5. Developing Desktop Support Processes
Foundations of Desktop Support Processes
Service Level Management
SLAs, OLAs, SOPs, and UCs
6. Service Support Processes
Support and Restore
Control and Release
Service Delivery
7. Metrics and Quality Assurance
Evaluating Desktop Support Processes
Collecting, Analyzing, and Reviewing Data
Quality Assurance Programs
Measuring Customer Satisfaction
Continuous Improvement
Quality Assurance Tools and Methods
8. Managing Your Team
People Management
Workforce Management
Staffing and Sourcing
Recruitment and Retention
Performance Management
Professional Development
Coaching
Training
9. Promoting Desktop Support
Benefits of Marketing
Challenges of Marketing
How Desktop Support Plays a Marketing Role
Certification Exams
N/A
Next Steps
Speak with our National Account Managers for information.

Delivery Modalities:

  • Live Instructor-Led
  • Live Online Instructor-Led

Delivery Methods:

  • Individual Training
  • Group Training
  • Onsite-Private Training
  • Hybrid Training

Course Days: 3 Days

Course Schedules:

Call us for schedules Tel: 1-800-618-6778

Price: $2500.00 US

Request a Group/Onsite Quote:

Current Promotion:

Monthly Special Offers