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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Pre-3: HDI Desktop Support Manager

Ric Mims  (Solutions Director, SDI Presence)

Location: Grand Ballroom 108

Date: Sunday, May 15

Time: 8:30 am - 5:00 pm

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

Session Type: Pre-Conference Training

Vault Recording: TBD

Audience Level: Advanced

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. So, if you're an experienced technical support professional who manages the day-to-day functions of a desktop support operation, and if you're seeking to master critical performance and customer service strategies, this workshop is for you!

Takeaway

Participants will learn about:

  • The characteristics of an effective desktop support manager
  • Creating 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