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.

What You'll Learn

• 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

Who Needs to 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

Prerequisites

There are no prerequisites for this course.

Follow-On Courses

There are no follow-ons for this course.

Certification Programs and Certificate Tracks

This course is part of the following programs or tracks:

• HDI Desktop Support Technician (HDI-DST)

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