HDI Desktop Support Technician

HDI Desktop Support Technician

Price:

Course Features

  • Location: Newark Campus
  • Language: English
  • Lesson: 0
  • Viewers: 1052
  • Prerequisites: No
  • Skill Level:
  • Course Capacity: 50
  • Start Course: 09/01/2017

Descriptions

HDI Desktop Support Technician 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. This certification verifies that professionals in the desktop support technician role possess the knowledge of customer service and service management processes, as well as the necessary best practices, to provide high quality service and support at the desk-side. This course is intended for 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 and/or individuals who are preparing for the HDI Desktop Support Technician certification exam.

 

Course Participants will learn:

  • 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