Unit 1: Role of Desktop Advanced Support Technician
Section 1: Desktop Support Industry Evolution
Section 2: The Role of the D/AST
Section 3: The Value of the D/AST
Section 4: The Future of Desktop Support
Unit 2: Framework for Effective Service and Support
Section 1: Being a Business Liaison
Section 2: Understanding the Business
Section 3: Structural Components of the Business
Section 4: Strategy
Section 5: Services
Section 6: Service Level Management
Section 7: Standard Operating Procedures
Section 8: Business Alignment
Unit 3: Business Relationship Management
Section 1: Being an Effective Liaison to the Business
Section 2: Continual Service Improvement
Unit 4: Advisory Skills
Section 1: Advisory Skills
Section 2: Being a Technology & Process Advisor
Unit 5: Troubleshooting/ Problem Solving Skills
Section 1: Troubleshooting & Problem Solving
Section 2: Incident Management
Section 3: Incident Swarming
Section 4: Problem Management
Section 5: Root Cause Analysis
Unit 6: Essential Communication Skills
Section 1: Being a Customer Advocate
Section 2: Active Listening
Section 3: Voice Components
Section 4: Body Language
Section 5: Effective Word Choices
Section 6: Written Communication
Unit 7: Stakeholder Management Skills
Section 1: Stakeholder Management Skills
Section 2: Diplomacy
Section 3: Emotional Intelligence
Section 4: Empathy
Section 5: Negotiation and Conflict Resolution
Conclusion:
Time Management
Project Management
Managing Your Career