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HDI Desktop Support Manager Certification Practice Exam

HDI Desktop Support Manager Certification

About HDI Desktop Support Manager Certification

This certification verifies that the desktop support manager possesses the knowledge of best and common practices necessary to successfully manage the operational and tactical components of a support organization while strategically aligning with the needs of the business.

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


Who should take the exam?

The certification is suitable for the following candidates-

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 Structure

1. Unit 1: Desktop Support

The Evolution of Support

Support Center Maturity

Successful Desktop Support

2. Unit 2: Strategy

Strategic Perspective

Business Alignment

SWOT

3. Unit 3: IT Financial Management

IT Financial Management

Cost, Value, and ROI

4. Unit 4: Technology and Service Support

Service Desk Infrastructure

Telephony Infrastructure

Desktop Support Delivery Methods

Service Management Systems

Selecting Service Desk Technology

5. Unit 5: Service Level Management

6. 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

7. Unit 7: Desktop Support Processes

Best Practices for Support

IT Service Management

The Service Desk

Service Operations

Service Design

Service Transition

Knowledge Management

8. 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

9. Unit 9: Workforce Management

Workforce Management

Staffing Models

Scheduling

Sourcing

Recruitment

10. Unit 10: Training and Retention

Fostering Relationships

Teamwork

Coaching

Peer Mentoring

Training

Rewards, Motivation, and Retention

Performance Management

Career Development Planning

11. Unit 11: Promoting Desktop Support

What is Marketing?

Creating Internal Marketing Culture

Marketing Opportunities


What do we offer?

Full-Length Mock Test with unique questions in each test set

Practice objective questions with section-wise scores

An in-depth and exhaustive explanation for every question

Reliable exam reports evaluating strengths and weaknesses

Latest Questions with an updated version

Tips & Tricks to crack the test

Unlimited access

 

What are our Practice Exams?

Practice exams have been designed by professionals and domain experts that simulate real time exam scenario.

Practice exam questions have been created on the basis of content outlined in the official documentation.

Each set in the practice exam contains unique questions built with the intent to provide real-time experience to the candidates as well as gain more confidence during exam preparation.

Practice exams help to self-evaluate against the exam content and work towards building strength to clear the exam.

You can also create your own practice exam based on your choice and preference 

 

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If you are not able to clear the exam, you can ask for a 100% refund.

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