In Desktop Support Technician training course, you will learn about key support center processes and concepts to improve overall support operations, and you will gain customer service and interpersonal skills that improve the customer's experience.
By attending Desktop Support Technician workshop, delegates will learn:
- Proven techniques for improving on-site customer interaction
- How service level agreements impact workflow and prioritization of requests
- Seven key steps for effective root cause analysis
- The ITIL processes of incident, problem, change, release, asset, and configuration management
- An overview of security management and knowledge management
- Essential time management and problem-solving skills
- Effective strategies for managing difficult customers
This Desktop Support Technician class is suitable for Technical support professionals who provide in-person support to internal employees, remote workers, or external customers and therefore must develop best-practice skills specific to this unique form of customer contact.