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
- 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.