CC Expo is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Support World Live

SupportWorld Live Schedule 2024

HDI's SupportWorld Live provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.

You can find specific sessions by checking the conference tracks and/or conference pass types on the left hand side below. Check back frequently, information is added weekly! Click on session titles for full session descriptions. All times noted are in MST.

Sign In Create Account Export | Need Help?
All Sessions Speakers My Schedule

Pre-3: HDI Desktop Support Manager

Deborah Monroe  (CEO, Ignite Achievements Int'l)

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

Session Type: Training

Vault Recording: TBD

Audience Level: Intermediate/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!

What You’ll Learn
  • The characteristics of an effective desktop support manager
  • Creating service level agreements, operating level agreements, and standard operating procedures to support the service catalog
  • Desktop support technologies and processes
  • The relationships between desktop support and service management processes
  • The metrics and key performance indicators (KPIs) essential to desktop support performance reporting

Pre-registration is required to participate in this training. Contact [email protected] to inquire about a Training + Standard conference pass bundle.