Course Calendar

<< May 2012 >>
Mo	Tu	We	Th	Fr	Sa	Su
	1	2	3	4	5	6
7	8	9	10	11	12	13
14	15	16	17	18	19	20
21	22	23	24	25	26	27
28	29	30	31

Main Menu

HDI RESOURCES

HDI Desktop Support Technician
Course Overview

Designed for IT support professionals who deal with problems at clients' workstations or home office, this two-day course focuses on understanding and utilizing key support center processes and concepts to improve overall support operations, as well as customer service and interpersonal skills that improve the customer’s experience.

Participants will learn:

IT support best practices and industry standards
The role of service delivery within the ITIL process framework
Best prectice in Change Management and Configuration Management
How to apply Root Cause Analysis and Knowledge Management processes
How to implement proper incident management
Key components of Service Level Agreements (SLAs) and Operating Level Agreements (OLAs)
Utilize time management and problem-solving skills
Identify and diffuse challenging customer behaviour

Who Should Attend

Technical support professionals that provide in-person support to internal employees, remote workers, or external customers, and those seeking HDI Desktop Support Technician Certification.

Prerequisites

Students should be familiar with the basic concepts of a support center. No previous HDI Knowledge courses are required.

Certification Steps

The DST Certification consists of two parts: class attendance and a certification exam. Course delegates will have 12 weeks from the class date to complete the web-based certification exam. Students are given 75 minutes to complete the 75-question exam and must achieve at least 80 percent accuracy in order to obtain certification.

Training Methods and Pricing

Includes instruction and certification exam.

On-site
A two-day course conducted at your company’s site.
Call 1-888-737-2327 for pricing.

Classroom
Interactive two-day course among peers.

Certification
Students will be eligible to schedule their certification exam on-line after completion of this course.

Check our Schedule of Events for pricing and a current list of planned courses or fill out a General Enquiry Form to have a representative contact you to further discuss your organization's requirements and we can work together to provide you with a Service Excellence Solution and help you Create Customer Care Experts.

For more information call our office at 1-888-737-2327.

Events

Our new web site is up and running! Many thanks for your patience and enjoy the new RADAR web experience. As always if you have any questions, comments or feedback please don’t hesitate to give us a call or contact us at info@radarsolutionsgroup.com.

Please note that we have changed the domain name and email addresses. Note that any visitors to www.radarinteractive.com will be redirected here to www.radarsolutionsgroup.com, and you may also wish to update our contact info with the new domain @radarsolutionsgroup.com. We’d like to thank all of our returning customers for your business and express a warm welcome to our new visitors.

Best regards,
The RADAR Team.

Ottawa

Next course in Ottawa

Making Light of Stress

Making Light of Stress
Course Overview

In today’s environment service specialists must appropriately deal with the constant demand of customer-induced stress and their own personal stressors inside and outside the workplace. Being able to identify the sources of stress and manage responses to these sources will improve your ability to provide high-quality customer service.

Price: $395.00
Date: October 12, 2012
Duration: 1/2 day

Course Details »

ON Oct 12, 2012 AT 08:30
AT Ottawa TBD

View Event

Toronto

Next course in Toronto

HDI Support Center Manager (SCM)

HDI Support Center Manager
Course Overview

Gaining C-level management support and effectively communicating the pivotal role of the support center is crucial to any support operation’s success. The Support Center Manager must strategically align the support center to the organization. HDI’s Support Center Manager (SCM) course focuses on the best practice standards and skills necessary to successfully manage the strategic and tactical components of a support organization.

Price: $1,895.00
Date: July 11 - 13, 2012
Duration: 3 days

Course Details »

ON Jul 11, 2012 AT 08:00
AT Toronto TBD

View Event