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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04/06/2020 Last update