HDI Desktop Support Technician (HDI-DST)

About this Course

Desktop support professionals spend much of the day visiting customers at their workstations or home offices, providing technical support for many desktop systems.

HDI Desktop Support Technician training focuses on 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.

This certification verifies that professionals in the desktop support technician role possess the knowledge of customer service and service management processes, as well as the necessary best practices, to provide high quality service and support at the desk-side.

These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.

• Minimize the impact on your daily schedule by only training eight hours a day for two days.
• Learn only what you need to with targeted, topic-specific courses.
• Ask questions and interact with the instructor.

Audience Profile

Technical support professionals who provide in-person support to internal employees, remote workers, or external customers and require skills specific to this unique form of customer contact

Individuals who are preparing for the HDI Desktop Support Technician certification exam

At Course Completion

• Proven techniques for improving on-site customer interaction
• How service level agreements impact workflow and prioritization of requests
• Seven key steps for effective root cause analysis
• The ITIL^® processes of incident, problem, change, release, asset, and configuration management
• An overview of security management and knowledge management
• Essential time management and problem-solving skills
• Effective strategies for managing difficult customers