HDI Desktop Support Technician Participant Handbook

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Text of HDI Desktop Support Technician Participant Handbook

  • HDI

    Desktop Support Technician release 2.2.0

    PARTICIPANT HANDBOOK

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  • HDI Desktop Support Technician Certification Training

    v.2.2.U.S.Stud.

    Participant HandbookSamp

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  • AcknowledgementsMany thanks to the following people and companies for their time and assistance in the release of the HDI Desktop Support Technician (HDI-DST) courseware:

    Ingrid Bradford, Training Development Manager, HDI

    Rick Joslin, Executive Director of Certication and Training, HDI

    Fancy Mills, Co-Founder, Results Focused Training

    Simone Moore, Certied Instructor, Help Desk Association Australasia

    Mike Rabinowitz, Certied Instructor, HDI

    Paul Dooley, President, Optimal Connections, LLC

    Robert Last, Content Manager, HDI

    Ric Mims, President, Support Center Global Technologies, Inc.

    Mia Melanson, Principal, Performance Consulting

    Copyright 2012 UBM, LLC All rights reserved. Printed in the United States of America.

    ISBN: 978-1-57125-052-0

    HDI 121 S. Tejon Street Suite 1100 Colorado Springs, CO 80903 US US and Canada: (800) 248-5667 www.inkHDI.com

    HDI assumes no liability for error or omission.

    No part of this publication may be reproduced without the consent of HDI, with the exception of trade publications reporting on the data. In such cases, credit must be given to HDI.

    HDI is a registered trademark of UBM, LLC. HDI is a part of UBM TechWeb, a division of UBM, LLC.

    Portions of this document include information based on the ITIL and IT Infrastructure Library publications of the UK Oce of Government Commerce. ITIL is a registered community trademark of the Oce of Government Commerce, and is registered in the US Patent and Trademark Oce.

    Portions of this document include information based on the Knowledge-Centered Support publications of the Consortium for Service Innovation. KCS is a registered service mark of the Consortium for Service Innovation.

    All other product or service names are the property of their respective owners.

    Copyright 2013 ITpreneurs. All rights reserved.

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  • Welcome to HDI.Thank you for selecting HDI for your professional development needs. By participating in this course, you will learn knowledge and skills based on the IT service and technical support industrys best practices, frameworks, and methodologies with the guidance of industry experts and practitioners from the HDI community. HDI is the worlds largest membership association for IT service and technical support professionals and the premier certification body for the industry. This course has also been designed to assist you in preparing for the related HDI certification exam.

    Why is industry certification important? It demonstrates that youand your staffare equipped with the knowledge and skills required to provide best-in-class support. Achieving HDI certification speaks to your personal commitment to excellence and your desire for continual growth. I challenge you to get HDI Certified and to promote yourself as a certified support professional.

    HDIs membership association is built by industry professionals like you. Guided by an international panel of industry experts and practitioners, HDI is the leading resource for support center emerging trends and best practices. HDI offers a vast repository of resources to our members. Through our online community, you can connect with your peers and industry experts, access publications and information to help you with your support center processes and goals. If you are not a member, I personally invite you to join our community.

    If you have suggestions on how to improve our offerings, or if you would like to become an active member in our community, please call us at 1-800-248-5667.

    Best of luck in your journey to support excellence!

    Regards,

    Rick Joslin, HDI Executive Director of Certification and Training

    WELCOME Letter

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  • TABLE Contentsof

    IIntroduction

    Section 1: Getting Started .....................................................2 Section 2: Maximizing Your Learning Experience ................4 Section 3: About HDI ...........................................................6

    Unit 1: Support Center Overview

    ......................................2 Section 2: Role of Desktop Support Technician ....................8 Section 3: Support Centers Role in the Business ................. 18 Unit Summary .....................................................................22

    Unit 2: Strategic Framework

    Section 1: Strategic Perspective ...............................................2 Section 2: Service Level Agreements (SLAs) ..........................6 Section 3: Standard Operating Procedures (SOPs) .............. 11 Section 4: Business Alignment .............................................12 Unit Summary ..................................................................... 14

    Unit 3: Service Delivery Methods and Technology

    Section 1: Service Desk Infrastructure ...................................2 Section 2: Service Delivery Methods .....................................4 Section 3: Telephony Systems .............................................. 10 Section 4: Service Management Systems ............................. 14 Unit Summary ..................................................................... 16

    Unit 4: Support Center Processes and Operations

    Section 1: IT Service Management (ITSM) ..........................2 Section 2: ITIL Service Support ............................................6 Section 3: Additional Processes ...........................................13 Section 4: Security Management ......................................... 16 Section 5: Knowledge Management .................................... 18 Section 6: Quality Assurance (QA) .....................................24 Unit Summary .....................................................................32

    Unit 5: Customer Management Skills

    Section 1: Total Contact Ownership ......................................2 Section 2: Procedures for Call Handling ...............................5 Section 3: Procedures for Onsite Visits ................................ 15 Unit Summary .....................................................................22

    Unit 6: Communication Skills

    ................................2 Section 2: Cultural Sensitivity .............................................12 Section 3: Vocal Elements .................................................... 14 Section 4: Active Listening .................................................. 18 Section 5: Body Language ...................................................20 Section 6: Incident Documentation .....................................22 Section 7: Writing Skills ......................................................30 Unit Summary .....................................................................34

    Unit 7: Problem-solving and Troubleshooting Skills

    ...............2 Section 2: Questioning Skills ................................................6 Section 3: Solve Incidents ..................................................... 10 Section 4: Additional Customer Service Skills ..................... 15 Section 5: Root Cause Analysis ........................................... 19 Unit Summary .....................................................................28

    Unit 8: Maximizing Eectiveness

    Section 1: Your Customers Psychological Needs ...................2 Section 2: Emotional Intelligence ..........................................4

    .............................................. 10 Section 4: Dicult Customer Behaviors .............................. 17 Section 5: Stress Management .............................................22 Section 6: Power of a Service Attitude .................................25 Section 7: Managing Your Use of Time ...............................27 Unit Summary .....................................................................33

    Appendices

    Appendix A: HDI-DST Certication Standard ................ A-2 Appendix B: Exam Preparation ......................................A-112 Appendix C: Practice Test ..............................................A-114 Appendix D: Glossary of Terms .................................... A-125 Appendix E: Bibliography .............................................. A-137

    Release Notes

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  • Contents

    Section 1: Getting Started ................................................................................ 2 Section 2: Maximizing Your Learning Experience ............................................ 5 Section 3: About HDI ...................................................................................... 8

    INTROdu