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HDI Desktop Support Manager

Execute the operational and tactical aspects of desk-side support.

GK# 2540

Course Overview

As the desktop support manager, you are responsible for executing the operational and tactical plans of desk side support while satisfying customer and business needs. The scope of services the desktop support manager must provide reaches beyond supporting desktops. It includes support for laptops, notebooks, PDAs, printers, and just about anything the company desires that requires face-to-face or desk side support, also known as desktop services, desk side support, technical services, or on-site support.

Designed for both new and experienced desktop support managers, this course helps you learn to satisfy operational demands and build a support function that aligns with the organization, adds value to the business, and delivers on its commitments.

This course is designed to assist you in preparing for the HDI Desktop Support Manager (HDI-DSM) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase and exam must be taken within 12 weeks of course completion.

Delivery Format Options

  • Classroom Live

    Classroom Live

    Receive face-to-face instruction at one of our training center locations.

    From

    $2705 CAD

    3 day

  • Virtual Classroom Live

    Virtual Classroom Live

    Experience expert-led online training from the convenience of your home, office or anywhere with an Internet connection.

    From

    $2705 CAD

    3 day

  • Private Group Training

    Private Group Training

    Train your entire team in a private, coordinated professional development session at the location of your choice.

    Receive private training for teams online and in-person.

Request a date or location for this course.

What You'll Learn

  • Characteristics of an effective desktop support manager
  • How to create service level agreements, operating level agreements, and standard operating procedures in support of a service catalog
  • Steps to cost-benefit analysis, total cost of ownership, and calculating return on investment
  • The relationships between IT service management processes
  • Desktop support technologies
  • Processes for desktop support
  • Staffing models
  • Tactics for screening, hiring, training, and managing high-performance teams
  • The metrics and key performance indicators essential to desktop support performance reporting
  • Who Needs to Attend?
  • Experienced technical support professionals who must manage day-to-day functions of desktop support and master critical performance and customer service strategies
  • Individuals who are preparing for the HDI Desktop Support Manager certification

Who Needs To Attend

  • Experienced technical support professionals who must manage day-to-day functions of desktop support and master critical performance and customer service strategies
  • Individuals who are preparing for the HDI Desktop Support Manager certification

Course Outline

Download Course Outline