The HDI Desktop Support Technician course is designed specifically for IT support professionals who spend much of their day visiting customers at their workstations or home office.

This two and half day course focuses on understanding and utilizing key support center processes and concepts to improve overall support operations, as well as customer service and interpersonal skills that improve the customer's experience.

 

This course qualifies for Microsoft's New Generation of Certification.

Microsoft is a registered trademark of Microsoft Corporation in the United States and other countries.

What You Will Learn:

• IT support best practices and industry standards
• Service delivery within the ITIL® process framework
• Change Management, Configuration Management, and Root Cause Analysis
• Incident Management and handling escalations
• How to assess customer business needs and exceed customer expectations
• Improve critical thinking and communication skills
• Time management and problem solving skills
• How to identify and defuse challenging customer behavior

Who Should Attend:

• Technical support professionals that provide in-person support to internal employees, remote workers, or external customers.
• Those seeking HDI Desktop Support Technician Certification.

Course Schedule

Course Prices
Includes certification exam