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.
Attendees will learn about:
Characteristics of an effective desktop support manager
How to create and deliver on service level agreements and operating level agreements
How to align desktop support services with business strategy, objectives, and processes
The importance of the relationships among IT service management processes
Tactics for screening, hiring, training, and leading high-performance teams
How to create an internal marketing culture to promote your desktop support services
The metrics and key performance indicators essential to desktop support performance reporting
Who Should Attend
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 certification exam
Unit 1: Desktop Support
The Evolution of Support
Support Center Maturity
Successful Desktop Support
Unit 2: Strategy
Unit 3: IT Financial Management
IT Financial Management
Cost, Value, and ROI
Unit 4: Technology and Service Support
Service Desk Infrastructure
Desktop Support Delivery Methods
Service Management Systems
Selecting Service Desk Technology
Unit 5: Service Level Management Metrics and Quality Assurance
Desktop Support Metrics
Baselining and Benchmarking
Quality Assurance Programs
Measuring Customer Satisfaction
Measuring Employee Satisfaction
Unit 6: Desktop Support Processes
Best Practices for Support
IT Service Management
The Service Desk
Unit 7: Leadership
Your Responsibilities as a DSM
Your Role as a Leader
Manage Operations Effectively
Influence and Motivate
Integrity and Service Ethics
Unit 8: Workforce Management
Unit 9: Training and Retention
Rewards, Motivation, and Retention
Career Development Planning
Unit 10: Promoting Desktop Support
What is Marketing?
Creating Internal Marketing Culture
Three-Day Course Includes
Instruction, online certification exam, breakfast, and breaks
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