 HDI HD0-300 : Help Desk Manager ExamExam Dumps Organized by Barnaby
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Exam Number : HD0-300
Exam Name : Help Desk Manager
Vendor Name : HDI
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HD0-300 test
Format | HD0-300 Course Contents | HD0-300 Course Outline | HD0-300 test
Syllabus | HD0-300 test
Objectives
Characteristics of an effective desktop support manager
How to create and deliver on service level agreements and operating level agreements
How to align desktop support services with business strategy, objectives, and processes
The importance of the relationships among IT service management processes
Tactics for screening, hiring, training, and leading high-performance teams
How to create an internal marketing culture to promote your desktop support services
The metrics and key performance indicators essential to desktop support performance reporting
Who Should Attend=>
Experienced technical support professionals who must manage day-to-day functions of desktop support as well as master critical performance, and customer service strategies
Individuals who are preparing for the HDI Desktop Support Manager certification exam
Course Outline
Unit 1: Desktop Support
The Evolution of Support
Support Center Maturity
Successful Desktop Support
Unit 2: Strategy
Strategic Perspective
Business Alignment
SWOT
Unit 3: IT Financial Management
IT Financial Management
Cost, Value, and ROI
Unit 4: Technology and Service Support
Service Desk Infrastructure
Telephony Infrastructure
Desktop Support Delivery Methods
Service Management Systems
Selecting Service Desk Technology
Unit 5: Service Level Management
Unit 6: Metrics and Quality Assurance
Desktop Support Metrics
Data Sources
Baselining and Benchmarking
Performance Reporting
Quality Assurance Programs
Measuring Customer Satisfaction
Measuring Employee Satisfaction
Unit 7: Desktop Support Processes
Best Practices for Support
IT Service Management
The Service Desk
Service Operations
Service Design
Service Transition
Knowledge Management
Unit 8: Leadership
Your Responsibilities as a DSM
Your Role as a Leader
Manage Operations Effectively
Emotional Intelligence
Communication
Influence and Motivate
Integrity and Service Ethics
Growth
Unit 9: Workforce Management
Workforce Management
Staffing Models
Scheduling
Sourcing
Recruitment
Unit 10: Training and Retention
Fostering Relationships
Teamwork
Coaching
Peer Mentoring
Training
Rewards, Motivation, and Retention
Performance Management
Career Development Planning
Unit 11: Promoting Desktop Support
What is Marketing=>
Creating Internal Marketing Culture
Marketing Opportunities
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HDI Desk certification
GOING excessive-TECH e-book in a position for the vo-tech method?
do not discount the vocational route with out checking out the starting salaries. as soon as disparaged as a path for those that weren't suitable faculty cloth, vocational working towards is emerging as the most familiar entry into the high-tech trade. when you are still in faculty or deserve to make a quick career trade, you'll want to check out the vocational courses.
laptop discovering centers (CLC), the D.C. place's oldest computer-training faculty, boasts a 90 percent placement expense in a technical occupation inside six months of graduation. according to Kiem, the average starting revenue for CLC graduates is around $36,000 yearly. "All of our programs are designed to take individuals who are laptop novices and teach them for careers in excessive-tech," Kiem says.
CLC, which now boasts 2,500 college students in the Washington enviornment, presents four tracks for advantage techies. for example, students can select usual computer programming, which stresses customer/server technologies reminiscent of C++, visible primary, and SQL. "it's very rigorous, with a lot of hands-on work," Kiem says. "each pupil develops a graphical person interface (GUI) entrance conclusion to an Oracle database," before finishing the course. students at CLC can also opt for the network engineering and management track, the place, says Kiem, they discover salaries that range from a low of $20,000 to a high of $forty,000 upon commencement. as soon as they've accomplished the direction, notes Kiem, "college students might be prepared for a CNE, as well as the Microsoft certification in home windows NT."
Two other tracks prepare college students for jobs as assist-desk worker's or laptop restoration technicians. Kiem calls aid-desk work "a extremely scorching enviornment," with beginning salaries round $30,000 per year. assist-desk and computing device repair students are "a little bit more youthful" than these in other classes, he notes, as a result of these fields present "high-quality entry-stage jobs." consumer carrier is essential in support-desk work, Kiem stresses. laborers should know the way to diffuse stress and cope with irate callers.
Emil Kobylecki, government director for the Colorado Springs, Col., help Desk Institute (HDI), believes that aid-desk work is "an excellent method" to obtain an entry-stage excessive-tech job. in response to an HDI study, the standard 1997 income for a call screening and dispatch operator, the lowest-level employee in aid-desk operations, turned into $25,870 (with 2 1/2 years of journey). Senior assist-desk managers with seven years of experience averaged virtually $80,000 in 1997, the examine discovered. So, delivery practising the phrases "Insert CD-ROM label-aspect up" now!
"there are lots of individuals with [college degrees] who come into help-desk work to get a foot within the door," Kobylecki says. lecturers, tech writers, librarians, and nurses have jump-all started their excessive-tech careers through discovering help-desk expertise. "It presents an excellent career direction," Kobylecki observes. "Most americans handiest work [in a help-desk position] for a number of years, and then movement up." HDI, the greatest support-desk worker's association, hosts fifty nine chapters in the united states and Canada.
Kobylecki facets out that the most a hit help-desk people are, "clever, inquisitive people, with robust interpersonal and communications talents." He recommends that those applying for a aid-desk job have an associate's degree that comprises some computing device classes as a result of an HDI analyze found that the majority of support-desk service requests influence from new know-how enhancements, conversions, and installations.
laptop restore technicians can expect salaries that range from $20,000 to $29,000 annually, Kiem says. "most of the americans who go through this application [eventually] make superb community engineers." John Venator, CEO for the Lombard, unwell.-primarily based Computing know-how trade association (CompTIA), echoes these sentiments. He asserts that certified desktop technicians savour "very respectable paying jobs" and a becoming demand for his or her features. "The most effective turnover is when individuals are fighting over you to come back work for them," he says.
CompTIA developed the A+ certification software for laptop provider technicians, as smartly as the new community+ certificate for network technicians, which in response to Venator, has the approval of all of the most important industry community vendors. at the moment, 50,000 worker's hang the A+ certificates, which Venator calls the "de facto business normal" for laptop restore technicians. Venator features to 200,000 job openings within the united states and Canada as proof that A+ technicians are fashionable. in accordance with CompTIA, there are now 25 high schools nationwide that present the A+ curriculum, anyway a lot of change colleges and group schools. those who successfully comprehensive the course can leave excessive school with a diploma and the A+ certificate.
Entry-level salaries for such worker's latitude between $18,000 and $23,000 yearly, says Esther Kraft, CompTIA's special initiatives supervisor. She characterizes the A+ certificates as a great credential for americans who should make a short profession change or can't find the money for a 4-year school degree. additionally, many use A+ certification as a stepping stone to other certificates programs, such as the CNA or CNE, Kraft observes.
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