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HDI Desktop Support Technician

DSTThe HDI Desktop Support Technician course is designed specifically for IT support professionals who spend much of their day visiting customers at their workstations or home office.

This two-day course focuses on understanding and utilizing 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.


This course qualifies for Microsoft’s New Generation of Certification.
Microsoft is a registered trademark of Microsoft Corporation in the United States and other countries.




What You Will Learn:
  • IT support best practices and industry standards
  • Service delivery within the ITIL® process framework
  • Change Management, Configuration Management, and Root Cause Analysis
  • Incident Management and handling escalations
  • How to assess customer business needs and exceed customer expectations
  • Improve critical thinking and communication skills
  • Time management and problemsolving skills
  • How to identify and defuse challenging customer behavior
Who Should Attend:
  • Technical support professionals that provide in-person support to internal employees, remote workers, or external customers.
  • Those seeking HDI Desktop Support Technician Certification.

Course Prices

Includes certification exam.
Classroom
Interactive two-day course among peers.		 HDI Members: $1295 per person
Non-members: $1395 per person 		See Schedule Below
Online
10-12 hours of self-paced, economical training.		 HDI Members: $545 per person
Non-members: $595 per person		 Order Now!


Classroom Training Schedule

DateLocationCourseRegister
8/19 - 8/20 2008San Diego, CAHDI Desktop Support TechnicianRegister
 
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  HDI Desktop Support Technician

  • Unit 1: Evolution of the Support Center

    • The Evolution of the Support Center
    • The Role of the Support Analyst
    • The Support Center’s Role in the Business

  • Unit 2: Strategic Framework

    • Strategic Perspective
    • Service Level Agreements (SLAs)
    • Standard Operating Procedures (SOPs)
    • 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 (ITSM)
    • ITIL Service Support
    • Security Management
    • Knowledge Management
    • Quality Assurance(QA)

  • 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
    • Strategies for Handling Difficult Customer Behaviors
    • Stress Management
    • The Power of a Service Attitude
    • Managing Your Use of Time
    • Managing Your Career
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