About this Event
Bring your team and save:
1. Groups of three or more receive a 10% discount
2. Organizations hosting an in-house session with 10+ participants enjoy a 15% discount.
Duration: 3 Days
Delivery Mode: Classroom (In-Person)
Language: English
Credits: 24 PDUs / Training Hours
Certification: Course Completion Certificate
Refreshments: Lunch, snacks and beverages will be provided during the session
Course Overview:
Desktop support involves more than just supporting desktops. It includes support for laptops, notebooks, printers, and just about anything for which the company plans to provide face-to-face desktop support. The desktop support manager is responsible for executing the operational and tactical plans of desktop 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.
Learning Objectives:
● Characteristics of an effective desktop support manager
● How to create and deliver on service level agreements and operating level agreements
● How to align desktop support services with business strategy, objectives, and processes
● The importance of the relationships among IT service Management Processes
● Tactics for screening, hiring, training, and leading high-performance teams
● How to create an internal marketing culture to promote your desktop support services
● The metrics and key performance indicators essential to desktop support performance reporting
Target Audience:
Experienced technical support professionals who must manage day-to-day functions of desktop support, as well as master critical performance and customer service strategies.
WHY CHOOSE THIS COURSE
This course equips desktop support managers with practical, real-world skills to align IT services with business strategy, lead high-performance teams, manage operations efficiently, and enhance customer satisfaction. It ensures participants gain both technical and managerial expertise necessary for successful desktop support operations.
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WHY PEOPLE SHOULD OPT FOR INHOUSE TRAINING
In-house training allows your team to learn together in a familiar environment, tailored to your company’s specific systems, policies, and workflows. It encourages collaboration, immediate application of concepts, and reduces travel costs while boosting team cohesion.
Contact us today to schedule a customized in-house, face-to-face session:
Agenda
Unit 1: Desktop Support
Info: ● The Evolution of Support
● Support Center Maturity
● Successful Desktop Support
Unit 2: Strategy
Info: ● Strategic Perspective
● Business Alignment
● SWOT
Unit 3: IT Financial Management
Info: ● IT Financial Management
● Cost, Value, and ROI
Unit 4: Support Delivery Methods and Technology
Info: ● Service Desk Infrastructure
● Telephony Infrastructure
● Desktop Support Delivery Methods
● Service Management Systems
● Selecting Service Desk Technology
Unit 5: Service Level Management
Info: ● Service Level Management
Unit 6: Metrics and Quality Assurance
Info: ● Desktop Support Metrics
● Data Sources
● Baselining and Benchmarking
● Performance Reporting
● Quality Assurance Programs
● Measuring Customer Satisfaction
● Measuring Employee Satisfaction
Unit 7: Desktop Support Processes
Info: ● Best Practices for Support
● IT Service Management
● The Service Desk
● Service Operations
● Service Design
● Service Transition
● Knowledge Management
Unit 8: Leadership
Info: ● Your Responsibilities as a Desktop Support Manager
● Your Role as Leader
● Manage Operations Effectively
● Emotional Intelligence
● Communication
● Influence & Motivate
● Integrity & Service Ethics
● Growth
Unit 9: Workforce Management
Info: ● Workforce Management
● Staffing Models
● Scheduling
● Sourcing
● Recruitment
Unit 10: Training and Retention
Info: ● Fostering Relationships
● Teamwork
● Coaching
● Peer Mentoring
● Training
● Rewards, Motivation, Retention
● Performance Management
● Career Development Planning
Unit 11: Promoting Desktop Support
Info: ● What is Marketing?
● Creating Internal Marketing Culture
● Marketing Opportunities
Event Venue & Nearby Stays
Regus - Canberra, Gateway Business Center, CANBERRA, Canberra Airport Level 4, Plaza Offices, Australia
AUD 2383.73 to AUD 3707.28
