HDI Desktop Support Manager 3 Days Training in Irvine, CA

300 Spectrum Center Drive,Irvine CA 92618

21 April, 2021

Description

Our classroom training provides you the opportunity to interact with instructors and benefit from face-to-face instruction. Course Description: Desktop support involves more than just supporting desktops. It includes support for laptops, notebooks, printers, and just about anything for which the company plans to provide face-to-face desktop support. The desktop support manager is responsible for executing the operational and tactical plans of desktop support, while satisfying customer and business needs. Designed for both new and experienced desktop support managers, this Course helps desktop support managers satisfy operational demands and build a support center that aligns with the organization, adds value to the business, and delivers on its commitments. Course Outline: Unit 1: Desktop Support The Evolution of SupportSupport Center MaturitySuccessful Desktop SupportUnit 2: Strategy Strategic PerspectiveBusiness AlignmentSWOTUnit 3: IT Financial Management IT Financial ManagementCost, Value, and ROIUnit 4: Support Delivery Methods and Technology Service Desk InfrastructureTelephony InfrastructureDesktop Support Delivery MethodsService Management SystemsSelecting Service Desk TechnologyUnit 5: Service Level Management Service Level ManagementUnit 6: Metrics and Quality Assurance Desktop Support MetricsData SourcesBaselining and BenchmarkingPerformance ReportingQuality Assurance ProgramsMeasuring Customer SatisfactionMeasuring Employee SatisfactionUnit 7: Desktop Support Processes Best Practices for SupportIT Service ManagementThe Service DeskService OperationsService DesignService TransitionKnowledge ManagementUnit 8: Leadership Your Responsibilities as a Desktop Support ManagerYour Role as LeaderManage Operations EffectivelyEmotional IntelligenceCommunicationInfluence & MotivateIntegrity & Service EthicsGrowthUnit 9: Workforce Management Workforce ManagementStaffing ModelsSchedulingSourcingRecruitmentUnit 10: Training and Retention Fostering RelationshipsTeamworkCoachingPeer MentoringTrainingRewards, Motivation, RetentionPerformance ManagementCareer Development PlanningUnit 11: Promoting Desktop Support What is Marketing?Creating Internal Marketing CultureMarketing OpportunitiesTarget Audience: Experienced technical support professionals who must manage day-to-day functions of desktop support, as well as master critical performance and customer service strategies. Individuals who are preparing for the HDI Desktop Support Manager (HDI-DSM) certification exam. Learning Objectives : Characteristics of an effective desktop support managerHow to create and deliver on service level agreements and operating level agreementsHow to align desktop support services with business strategy, Objectives, and ProcessesThe importance of the relationships among IT service Management ProcessesTactics for screening, hiring, training, and leading high-performance teamsHow to create an internal marketing culture to promote your desktop support servicesThe metrics and key performance indicators essential to desktop support performance reportingCourse Agenda: Day 1 Desktop SupportStrategyIT Financial ManagementSupport Delivery Methods and TechnologyDay 2 Service level ManagementMetrics and Quality AssuranceDesktop Support ProcessesLeadershipDay 3 Workforce ManagementTraining and RetentionPromoting Desktop Support