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HDI Desktop Support Technician 2 Days Virtual Live Training in Milan

Dal 20/11/2019 Al 21/11/2019
Cologno Monzese
Milano (MI)
Categoria Eventi Musicali


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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