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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