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HDI Desktop Support Technician 2 Days Training in Belfast

September 5 @ 9:00 am - September 6 @ 5:00 pm BST

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.

Venue

Regus – Belfast City Centre
Forsyth House, Cromac St
Belfast, Northern Ireland BT2 8LA United Kingdom

Organizer

Mangates
Email:
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Website:
http://www.mangates.com
WhatsApp 07868 663 538