What You 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

Who Should 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

Course Outline

Unit 1: Support Center Overview

  • The Evolution of the Support Center
  • Role of Desktop Support Technician
  • Support Center’s Role in the Business

Unit 2: Strategic Framework

  • Strategic Perspective
  • Service Level Agreements
  • 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: Customer Management Skills

  • Total Contact Ownership
  • Procedures for Call Handling
  • Procedures for On-Site 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 Use of Time

 

 

 

Course Information

Course Instructor

Author
This course does not have any sections.