Start |
Dates |
Duration |
Certification Exam Included |
Price |
HDI Member Price |
Sunday |
4/14-16 |
3 days |
Yes |
$1,995 |
$1,895 |
4 SEATS LEFT!
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.
What You Will Learn
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Characteristics of an effective desktop support manager
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How to create service level agreements, operating level agreements, and standard operating procedures to support the service catalog
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Steps to performing cost-benefit analysis, determining total cost of ownership, and calculating return on investment
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The relationships between IT service management processes
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Desktop support technologies
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Processes for desktop support
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Staffing models
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Tactics for screening, hiring, training, and managing high-performance teams
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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 Outline
Unit 1: Desktop Support
Unit 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
Unit 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
Unit 4: Operations Management
Service Delivery Methods
Telephony Infrastructure
Service Management Systems
Self-Healing Technologies
Selecting Your Technology
Unit 5: Developing Desktop Support Processes
Foundations of Desktop Support Processes
Service Level Management
SLAs, OLAs, SOPs, and UCs |
Unit 6: Service Support Processes
Support and Restore
Control and Release
Service Delivery
Unit 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
Unit 8: Managing Your Team
People Management
Workforce Management
Staffing and Sourcing
Recruitment and Retention
Performance Management
Professional Development
Coaching
Training
Unit 9: Promoting Desktop Support
Benefits of Marketing
Challenges of Marketing
How Desktop Support Plays a Marketing Role |
Three-Day Course Includes
Instruction, online certification exam, breakfast, and breaks
Presented by Randy Celaya
Mr. Celaya is a keynote event speaker and Instructor with 17 years of support center industry experience. Randy has been recognized as a strong motivator, results focused coach and effective communicator working with groups or individuals to achieve success. Mr. Celaya has worked extensively with Help Desks and Call Centers around the world to develop and train Professional to Director level positions in Customer Support, Critical Thinking, Team Building, and Problem Solving skills. Randy was critical in the conception of one of the Help Desk industries most recognized certifications in the support services industry. Randy has served as the Keynote speaker at Help Desk and Call Center events around the world.
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