Course details
Overview:
As a desktop support technician, you are an IT support professional who spends much of your day visiting customers at their workstations or home office, providing technical support to many desktop systems.
In this HDI Desktop Support Technician course, you will learn about key support center processes and concepts to improve overall support operations, and you will gain customer service and interpersonal skills that improve the customer's experience.
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
Content:
- Support Center Overview
- Strategic Framework
- Service Delivery Methods and Technology
- Support Center Processes and Operations
- Customer Management Skill
- Communication Skills
- Problem-Solving and Troubleshooting Skills
- Maximizing Effectiveness
Course Location
About Global Knowledge Egypt
Global Knowledge is the worldwide leader in IT and business skills training. They deliver via training centers, private facilities, and the Internet, enabling their customers to choose when, where, and how they want to receive training programs and learning services.
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