Skills-Building and Certification Training Master the skills and processes for extraordinary desk-side support. The desktop support technician is an IT support professional who spends much of their day visiting customers at their workstations or home office, providing technical support to many desktop systems.
HDI Desktop Support Technician 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.
What You Will Learn | • | Proven techniques for improving on-site customer interaction | | • | How Service Level Agreements (SLAs) 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 customer | | • | Tactics for screening, hiring, training, and managing high performance teams |
Who Should Attend?
— Technical support professionals who provide in-person support to internal employees, remote workers, or external customers and therefore must develop best-practice skills specific to this unique form of customer contact
— Individuals who are preparing for the HDI Desktop Support Technician certification
Certification
The certification exam is included with the purchase of this course. Instructions for scheduling the exam are provided upon course completion.
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| “I’ve been to many trainings and this is one I enjoyed and benefitted from.” Rebekkah Martinez, Housing Authority of the County of Santa Cruz “Deborah is an excellent instructor. Witty and very personable.” Drew McIntyre, MIB, Inc. |
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