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PT0541
Training Summary
This certification verifies that professionals in the desktop support technician role possess the knowledge of customer service and service management processes, as well as the necessary best practices, to provide high quality service and support at the desk-side.
Prerequisites
There are no prerequisites for this course.
Duration
2 Days/Lecture & Lab
Audience
This course is designed for: Technical support professionals who provide in-person support to internal employees, remote workers, or external customers and require skills specific to this unique form of customer contact Individuals who are preparing for the HDI Desktop Support Technician certification exam
Course Topics
- Support Center Overview
- Strategic Framework
- Service Delivery Methods and Technology
- Support Center Processes and Operations
- Customer Management Skills
- Communication Skills
- Problem-solving and Troubleshooting Skills
- Maximizing Effectiveness