HDI Desktop Support Technician 2 Days Training in Chicago, IL

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.