CBT Nuggets - Help Desk Institute (HDI) Desktop Support Technician (DST) | 415.60 MB
Do you have the interpersonal helpdesk skills employers want? Desktop Support Technician (DST) certification from the Helpdesk Institute (HDI) says you do.
Desktop support is a fascinating technical challenge, but you'll need to go beyond the techy details if you want to be a successful support technician. Employers expect you to have plenty of customer-relation soft skills as well.
Whether you're new to desktop support or building on other certifications you've earned -- like Microsoft's MCDST or MCITP: Desktop Support Technician -- DST certification sets you apart as a well-rounded technician with the soft skills employers covet.
Help Desk Institute (HDI) Desktop Support Technician (DST) training contains:
* Series Overview
* DST Leadership Characteristics Part 1
* DST Leadership Characteristics Part 2
* Teamwork and People Skills
* Support Center Policy and Services Part 1 (free video!)
* Support Center Policy and Services Part 2
* Support Center Resources
* Support Center Delivery Methods Part 1
* Support Center Delivery Methods Part 2
* Support Center Delivery Methods Part 3
* Support Center Processes and Procedures Part 1
* Support Center Processes and Procedures Part 2
* ITIL Basics Part 1
* ITIL Basics Part 2
* ITIL Basics Part 3
* ITIL Basics Part 4
* ITIL Basics Part 5
* DST Customer Management Skills Part 1
* DST Customer Management Skills Part 2
* DST Customer Management Skills Part 3
Here's what you'll learn in each video of the Help Desk Institute (HDI) Desktop Support Technician (DST) series:
Video 1 - "Series Overview" - About This Series. The HDI-Microsoft Partnership. About the HDI-DST Certification Exam. In this nugget we set the stage for the rest of the course by describing the series in a high-level overview, explaining the tenuous Microsoft-Help Desk Institute (HDI) partnership, and discussing in great detail the HDI-DST certification exam.
Video 2 - "DST Characteristics Part 1" - The Role of the DST. Leadership Skills. Ethics. In this nugget we examine the day-to-day responsibilities of the desktop support technician (DST). This discussion touches upon both leadership/team-building skills as well as professional ethics.
Video 3 - "DST Characteristics Part 2" - Time Management. Written Communication Skills. Staying Current With Knowledge. Cultural Awareness and Sensitivity. In this nugget we continue our conversation on the essential skill set of the effective DST. Here we cover practical time management strategies, written communication etiquette, how to stay up-to-date with technical knowledge, and maintaining cultural awareness.
Video 4 - "Teamwork and People Skills" - Teamwork. Building Rapport. Stress Management. In this nugget we delve into more detail with teamwork/team-building skills for the support center in general and the the DST in particular. Moreover, we cover building rapport with support center colleagues and techniques for managing professional stress.
Video 5 - "Support Center Policy and Services Part 1" - Promoting the Support Center. Understanding Organizational Policy. In this nugget we consider the manifold ways that the DST serves as a customer advocate and "public face" of the support center. We also introduce the student to the importance of organizational policy to the support center.
Video 6 - "Support Center Policy and Services Part 2" - The Role of the Support Center. Support Center Service Metrics. In this nugget we examine the support center's role in its parent organization. We also begin a conversation concerning customer service-related statistic data, called metrics; this conversation will continue to be enlarged throughout the rest of the training series.
Video 7 - "Support Center Resources" - Support Center Physical Infrastructure. Telephony Technologies. Self-Healing Tools. In this nugget we break down the physical layout of a support center, then focusing on specific service delivery methods, such as telephony and self-healing technology.
Video 8 - "Support Center Delivery Methods Part 1" - Methods for Support Delivery. Role of Telephone Support. Role of Deskside Support. In this nugget we continue our discussion of support center service delivery by explaining the principles and best practices that underly telephone support and deskside support.
Video 9 - "Support Center Delivery Methods Part 2" - Electronic Support Technologies. Self-Service Technologies. Integrated Tools. In this nugget we provide a detailed overview of electronic support methodologies, all of which DSTs should be familiar with in their day-to-day working lives. We also cover self-service technologies (differentiating these from self-healing tools), and discuss integrated, "all-in-one" support center incident management software packages.
Video 10 - "Support Center Delivery Methods Part 3" - Monitoring and Alerting Technology. Self-Healing Technology. In this nugget we discuss the various and sundry ways that a DST can become aware of new incidents and service requests entering the support center's queue. We also formally discuss self-healing technology.
Video 11 - "Support Center Processes and Procedures Part 1" - What are Procedures? Aspects of Quality Assurance. In this nugget we detail the vital importance to procedures in the daily operation of the support center. Later in the nugget we undertake a thorough consideration of quality assurance; this serves as an excellent introduction to our next subject, the customer satisfaction survey.
Video 12 - "Support Center Processes and Procedures Part 2" - Customer Satisfaction Surveys. Best Practices and Frameworks. In this nugget we provide full-spectrum coverage of customer satisfaction surveys and how these may be best designed, deployed, and processed by the support center. Of course, the DST's specific role in this process is also included. We finish with an introduction to best-practice frameworks; in the subsequent five nuggets we shall focus in particular on one of these frameworks, the Information Technology Infrastructure Library (ITIL).
Video 13 - "ITIL Basics Part 1" - What is ITIL? Service Level Management. Incident Management. In this nugget we defined precisely what ITIL is and why it is so popular among support centers nowadays. We then discuss service-level management and incident management from a global perspective.
Video 14 - "ITIL Basics Part 2" - Problem Management. Configuration Management. In this nugget we discuss the ITIL processes of problem management and configuration. Here we (among many other things) differentiate problem management from incident management, as well as demonstrate how configuration management is related to all other ITIL processes.
Video 15 - "ITIL Basics Part 3" - Asset Management. Change Management. In this nugget we cover a subset of configuration management; namely asset management. We also learn about how change management works in a support center context.
Video 16 - "ITIL Basics Part 4" - Release Management. More on ITIL Certification. In this nugget we consider ITIL release management. We also take a well-deserved respite from the ITIL content to fully describe how ITIL certification works, and why an HDI-DST candidate might want to consider sitting for the ITIL V3 Foundation exam.
Video 17 - "ITIL Basics Part 5" - Security Management. Knowledge Management. In this nugget we complete our five-part mini-series on ITIL foundations by discussing the security management and knowledge management processes.
Video 18 - "DST Customer Management Skills Part 1" - Handling On-Site Visits. Active Listening. In this nugget we discuss DST protocol for on-site customer service visits. We also fully define expand upon active listening, which is a concept that emerged several times over the course of this training
Video 19 - "DST Customer Management Skills Part 2" - Assessing Customer Competency. Negotiating Conflict. The Documentation Process. In this nugget we learn how to gauge customer competency in order to better assist them to resolve their IT incidents. We also learn strategies for handling conflict with customers, and then finish by learning the vital importance of documentation to support center operation.
Video 20 - "DST Customer Management Skills Part 3" - Problem Solving Skills. The Escalation Process. Status Reporting. In this nugget we review problem-solving skills as they related to the DST's daily work. We then formally define and describe the escalation process, and then finish by considering best practices for reporting incident to customers as well as fellow support center staff.
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