Desktop support involves more than just supporting desktops. It includes support for laptops, notebooks, PDAs, printers, and just about anything for which the company plans to provide face-to-face or deskside support. The desktop support manager is responsible for executing the operational and tactical plans of deskside 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.
- Saturday, November 17 - Monday, November 19
- Certificaiton Exam Included
- $2,499
What You Will Learn
- Characteristics of an effective desktop support manager
- How to create service level agreements, operating level agreements, and standard operating procedures to support the service catalog
- Steps to performing cost-benefit analysis, determining 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 (KPIs) essential to desktop support performance reporting
Who Should Attend
Experienced technical support professionals who manage the day-to-day functions of a desktop support operation, as well as those seeking to master critical performance and customer service strategies.
Course Includes
Instruction, and online certification exam.
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: Technology and Service Support
- Service Desk Infrastructure
- Telephony Infrastructure
- Desktop Support Delivery Methods
- Service Management Systems
- Selecting Service Desk Technology
Unit 5: 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 DSM
- Your Role as a Leader
- Manage Operations Effectively
- Emotional Intelligence
- Communication
- Influence and Motivate
- Integrity and 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, and Retention
- Performance Management
- Career Development Planning
Unit 11: Promoting Desktop Support
- What is Marketing?
- Creating Internal Marketing Culture
- Marketing Opportunities