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Disclaimer: Due to the current uncertainty regarding coronavirus, many events are being cancelled or postponed. Please contact the event organiser directly via the contact details on the listing if you are unsure.

Mangates presents

HDI Desktop Support Technician 2 Days Training in Melbourne

  • Mon 21st Jun 2021, 9:00 AM - 5:00 PM
  • Levels 31 &, 50/120 Little Collins St, Melbourne VIC 3000
  • Book Tickets
  • View Website

Our classroom training provides you the opportunity to interact with instructors and benefit from face-to-face instruction.

About this Event

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 Outline:

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

Target Audience:

• 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.

Learning Objectives:

• 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