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HDI Desktop Support Manager

  • Tuition USD $1,995
  • Reviews star_rate star_rate star_rate star_rate star_half 4064 Ratings
  • Course Code 2540
  • Duration 3 days
  • Available Formats Classroom

As the desktop support manager, you are responsible for executing the operational and tactical plans of desk side support while satisfying customer and business needs. The scope of services the desktop support manager must provide reaches beyond supporting desktops. It includes support for laptops, notebooks, PDAs, printers, and just about anything the company desires that requires face-to-face or desk side support, also known as desktop services, desk side support, technical services, or on-site support.

Designed for both new and experienced desktop support managers, this course helps you learn to satisfy operational demands and build a support function that aligns with the organization, adds value to the business, and delivers on its commitments.

This course is designed to assist you in preparing for the HDI Desktop Support Manager (HDI-DSM) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase and exam must be taken within 12 weeks of course completion.

Skills Gained

  • Characteristics of an effective desktop support manager
  • How to create service level agreements, operating level agreements, and standard operating procedures in support of a service catalog
  • Steps to cost-benefit analysis, total cost of ownership, and calculating return on investment
  • The relationships between IT service management processes
  • Desktop support technologies
  • Processes for desktop support
  • Staffing models
  • Tactics for screening, hiring, training, and managing high-performance teams
  • The metrics and key performance indicators essential to desktop support performance reporting
  • Who Needs to Attend?
  • Experienced technical support professionals who must manage day-to-day functions of desktop support and master critical performance and customer service strategies
  • Individuals who are preparing for the HDI Desktop Support Manager certification

Who Can Benefit

  • Experienced technical support professionals who must manage day-to-day functions of desktop support and master critical performance and customer service strategies
  • Individuals who are preparing for the HDI Desktop Support Manager certification

Course Details

1. Desktop Support

2. Effectively Managing Desktop Support Services

  • Desktop Support Manager Roles and Responsibilities
  • Your Role as a Manager
  • Your Role as a Leader
  • Code of Conduct
  • Effective Communication
  • Communicating Across Cultures
  • Conflict Resolution and Negotiations
  • Building Your Team
  • Managing Organizational Change

3. Strategic Management

  • The Strategic Perspective
  • Building Your Strategy
  • Key Elements of Vision and Mission Statements
  • Support as a Business
  • IT Financial Management
  • Quantifying Costs
  • Metrics, Benchmarks, and KPIs - A Primer

4. Operations Management

  • Service Delivery Methods
  • Telephony Infrastructure
  • Service Management Systems
  • Self-Healing Technologies
  • Selecting Your Technology

5. Developing Desktop Support Processes

  • Foundations of Desktop Support Processes
  • Service Level Management
  • SLAs, OLAs, SOPs, and UCs

6. Service Support Processes

  • Support and Restore
  • Control and Release
  • Service Delivery

7. Metrics and Quality Assurance

  • Evaluating Desktop Support Processes
  • Collecting, Analyzing, and Reviewing Data
  • Quality Assurance Programs
  • Measuring Customer Satisfaction
  • Continuous Improvement
  • Quality Assurance Tools and Methods

8. Managing Your Team

  • People Management
  • Workforce Management
  • Staffing and Sourcing
  • Recruitment and Retention
  • Performance Management
  • Professional Development
  • Coaching
  • Training

9. Promoting Desktop Support

  • Benefits of Marketing
  • Challenges of Marketing
  • How Desktop Support Plays a Marketing Role

When does class start/end?

Classes begin promptly at 9:00 am, and typically end at 5:00 pm.

Does the course schedule include a Lunchbreak?

Lunch is normally an hour long and begins at noon. Coffee, tea, hot chocolate and juice are available all day in the kitchen. Fruit, muffins and bagels are served each morning. There are numerous restaurants near each of our centers, and some popular ones are indicated on the Area Map in the Student Welcome Handbooks - these can be picked up in the lobby or requested from one of our ExitCertified staff.

How can someone reach me during class?

If someone should need to contact you while you are in class, please have them call the center telephone number and leave a message with the receptionist.

What languages are used to deliver training?

Most courses are conducted in English, unless otherwise specified. Some courses will have the word "FRENCH" marked in red beside the scheduled date(s) indicating the language of instruction.

What does GTR stand for?

GTR stands for Guaranteed to Run; if you see a course with this status, it means this event is confirmed to run. View our GTR page to see our full list of Guaranteed to Run courses.

Does ExitCertified deliver group training?

Yes, we provide training for groups, individuals and private on sites. View our group training page for more information.

Does ExitCertified deliver group training?

Yes, we provide training for groups, individuals, and private on sites. View our group training page for more information.

Class was easy to sign up for and ExitCertified provided very good communication

Labs and the study materials provided for Architecting on AWS course are very easy to understand and explains all the topics required to pass the Associate certification.

I thought the course was informative and the tools to go over the material were very nice.

Course trainer was excellent, content was well organized. However, labs should be instructor lead versus on your own. Much time is wasted for newbees in getting acclimated to tool set, AWS environment, navigating and setting up things to complete tasks. This was my third class and I was barely able to finish most of the labs. (The first 2 classes I only finished one lab exercise for the 2 together.)

Concise and good to follow along. Although it is a lot to take in under a short period of time.

0 options available

There are currently no scheduled dates for this course. If you are interested in this course, request a course date with the links above. We can also contact you when the course is scheduled in your area.

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