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 TOPICS:
UNIT 1 : DESKTOP SUPPORT
● The Evolution of Support
● Support Center Maturity
● Successful Desktop Support
UNIT 2 : STRATEGY
● Strategic Perspective
● Business Alignment
● SWOT
UNIT 3 : IT FINANCIAL MANAGEMENT
● IT Financial Management
● Cost, Value, and ROI
UNIT 4 : SUPPORT DELIVERY METHODS AND TECHNOLOGY
● Service Desk Infrastructure
● Telephony Infrastructure
● Desktop Support Delivery Methods
● Service Management Systems
● Selecting Service Desk Technology
UNIT 5 : SERVICE LEVEL MANAGEMENT
● Service Level Management
UNIT 6 : METRICS AND QUALITY ASSURANCE
● Desktop Support Metrics
● Data Sources
● Baselining and Benchmarking
● Performance Reporting
● Quality Assurance Programs
● Measuring Customer Satisfaction
● Measuring Employee Satisfaction
UNIT 7 : DESKTOP SUPPORT PROCESSES
● Best Practices for Support
● IT Service Management
● The Service Desk
● Service Operations
● Service Design
● Service Transition
● Knowledge Management
UNIT 8 : LEADERSHIP
● Your Responsibilities as a Desktop Support Manager
● Your Role as Leader
● Manage Operations Effectively
● Emotional Intelligence
● Communication
● Influence & Motivate
● Integrity & Service Ethics
● Growth
UNIT 9 : WORKFORCE MANAGEMENT
● Workforce Management
● Staffing Models
● Scheduling
● Sourcing
● Recruitment
UNIT 10 : TRAINING AND RETENTION
● Fostering Relationships
● Teamwork
● Coaching
● Peer Mentoring
● Training
● Rewards, Motivation, Retention
● Performance Management
● Career Development Planning
UNIT 11 : PROMOTING DESKTOP SUPPORT
● What is Marketing?
● Creating Internal Marketing Culture
● Marketing Opportunities
LEARNING GOALS:
● 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
COURSE AGENDA:
DAY 1
● Desktop Support
● Strategy
● IT Financial Management
● Support Delivery Methods and Technology
DAY 2
● Service level Management
● Metrics and Quality Assurance
● Desktop Support Processes
● Leadership
DAY 3
● Workforce Management
● Training and Retention
● Promoting Desktop Support
Who can 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 (HDI-DSM) certification exam.
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04/06/2020 Last update