HDI Desktop Support Technician course

HDI Desktop Support Technician

Course Overview:

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 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 Pre-Requisite

Course Outline
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
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: 2 Days

Course Schedules:

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

Price: $2000.00 US

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