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Pre-3: HDI Desktop Support Manager

Rae Ann Bruno  (Owner, Business Solutions Training)

Date: Sunday, November 7

Time: 8:30am - 5:00pm

Pass Type: 3-day Training + Standard Conference, 3-day Training Only - Get your pass now!

Track: 3-Day Preconference Training

Session Type: Training

Vault Recording: TBD

Desktop support involves more than just supporting desktops. It includes support for laptops, notebooks, PDAs, printers, and just about anything for which the company plans to provide face-to-face or deskside support. The desktop support manager is responsible for executing the operational and tactical plans of deskside 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.

You'll learn about:

  • Characteristics of an effective desktop support manager
  • How to create service level agreements, operating level agreements, and standard operating procedures to support the service catalog
  • Steps to performing cost-benefit analysis, determining total cost of ownership, and calculating return on investment
  • The relationships between IT service management processes
  • Desktop support technologies
  • Processes for desktop support
  • Staffing models
  • Tactics for screening, hiring, training, and managing high-performance teams
  • The metrics and key performance indicators (KPIs) essential to desktop support performance reporting