DESKTOP SUPPORT TECHNICIAN COURSE
This course will start your IT career by ensuring you have the skills to
successfully troubleshoot desktop environments.
As of last January, the hourly wage for a Desktop Support Technician in the United
States ranged from $12.33 to $23.76, with an average of $16.88/hour or $40,447
annually.
Demand for this occupation is predicted to grow. Organizations ranging from small
businesses and non-profit organizations to large corporate enterprises need
technicians to provide help to employees.
At the conclusion of this course, you will have the opportunity to take one or more
industry-recognized certification exams that validate your fundamental skills to
enter the IT industry as a Desktop Support Technician.
LEARN HOW TO�
?
? Support desktop operating systems
? Configure and troubleshoot hardware
? Configure and troubleshoot network access
? Configure and deploy desktop operating systems
? Configure network connectivity, including mobile computing
? Manage desktop systems
? Support and maintain desktop applications
? Configure backup and recovery options
? Deploy desktop operating systems
? Manage desktop security and policy
? Configure and troubleshoot networks
?
PREREQUISITES
Before enrolling in this course, you should have successfully completed our
Computing Fundamentals course or have the following:
? TCP/IP Troubleshooting skills
? Experience using desktop and command-line troubleshooting tools
? Experience installing and troubleshooting desktop application problems
SYLLABUS
1. Support Center Overview
? The Evolution of the Support Center
? Role of Desktop Support Technician
? Support Center's Role in the Business
2. Strategic Framework
* Strategic Perspective
* Service Level Agreements
* Standard Operating Procedures
* Business Alignment
3. Service Delivery Methods and Technology
? Service Delivery Methods
? Telephone Systems
? Service Management Systems
4. Support Center Processes and Operations
? IT Service Management
? ITIL Service Support
? Security Management
? Knowledge Management
? Quality Assurance
5. Customer Management Skills
? Total Contact Ownership
? Procedures for Call Handling
? Procedures for On-Site Visits
6. Communication Skills
? The Communication Process
? Cultural Sensitivity
? Vocal Elements
? Active Listening
? Body Language
? Incident Documentation
? Writing Skills
7. Problem-Solving and Troubleshooting Skills
? Problem-Solving and Types of Thinking
? Questioning Skills
? Solve Incidents with IMPACT
? Additional Customer Service Skills
? Root Cause Analysis
8. Maximizing Effectiveness
? Your Customer's Psychological Needs
? Handling Conflict
? Difficult Customer Behaviors
? Stress Management
? Power of a Service Attitude
? Managing Your Use of Time
COURSE LENGTH
One year.[A1]
[A1]It should be longer.
