Course Overview
Desktop /Advanced Support Technicians are trusted support advisors and advocates that focus on providing efficient and effective resolutions to customers as it relates to service requests, incidents, and problems escalated by the service desk and the business. This training focus on enhancing the image of the support organization by providing excellent customer service as well as increasing the productivity and capabilities of users, customers, and the business.
The certification validates that desktop and advanced technicians possess the required best practice knowledge and skills to provide quality technical support and guidance to stakeholders.
What You Will Learn:
In this 2-day course, participants will learn the skills necessary to deliver quality services in today’s complex and evolving support environment.
- The Integral role and value of a desktop advanced support technician throughout all areas of the support organization.
- The Importance of understanding the business supported and how to partner with stakeholders across the organization to drive performance and efficiencies.
- The art of advocacy and how to use effective business relationship management skills to communicate effectively and enhance the customer experience.
- Understand the differences between trouble-shooting and problem solving and acquire tried and true approaches for resolving root problems.
- Valuable active listening skills and effective communication strategies, along with effective strategies for managing challenging behaviors and situations.
Who Should Attend?
- Desktop Technicians and advanced levels of support including L2 & 3.
- Individuals who are preparing for the HDI Desktop / Advanced Support Technician certification exam
Schedule
Start Date |
End Date |
Delivery Location |
| January 24, 2022 | January 25, 2022 | VIRTUAL |
| February 14, 2022 | February 15, 2022 | VIRTUAL |
| March 24, 2022 | March 25, 2022 | VIRTUAL |
| April 19, 2022 | April 20, 2022 | VIRTUAL |
| May 9, 2022 | May 10, 2022 | VIRTUAL |
| June 16, 2022 | June 17, 2022 | VIRTUAL |
| July 18, 2022 | July 19, 2022 | VIRTUAL |
| August 18, 2022 | August 19, 2022 | VIRTUAL |
| September 15, 2022 | September 16, 2022 | VIRTUAL |
| October 13, 2022 | October 14, 2022 | VIRTUAL |
| November 3, 2022 | November 4, 2022 | VIRTUAL |
| December 8, 2022 | December 9, 2022 | VIRTUAL |
Course Curriculum
Unit 1: Role of Desktop / Advanced Support Technician
- Desktop Support Industry Evolution
- The Role of the D/AST
- The Value of the D/AST
- The Future of Desktop Support
Unit 2: Framework for Effective Service and Support
- Being a Business Liaison
- Understanding the Business
- Structural Components of the Business
- Strategy
- Services
- Service Level Management
- Standard Operating Procedures
- Business Alignment
Unit 3: Business Relationship Management
- being an Effective Liaison to the Business
- Continual Service Improvement
Unit 4: Advisory Skills
- Advisory Skills
- Being a Technology & Process Advisor
Unit 5: Troubleshooting / Problem Solving Skills
- Troubleshooting & Problem Solving
- Incident Management
- Incident Swarming
- Problem Management
- Root Cause Analysis
Unit 6: Essential Communication Skills
- Being a Customer Advocate
- Active Listening
- Voice Components
- Body Language
- Effective Word Choices
- Written Communication
Unit 7: Stakeholder Management Skills
- Stakeholder Management Skills
- Diplomacy
- Emotional Intelligence
- Empathy
- Negotiation and Conflict Resolution
Conclusion:
- Time Management
- Project Management
- Managing Your Career
Register or Inquire
Certification Exam
The certification exam is included with training purchased directly from HDI. It may also be purchased separately. The exam must be completed within 12 weeks of purchase.
The certification exam is based on the Desktop Support Certification Certification Standard and is delivered online through the HDI Learning Center.
Each exam consists of 65 multiple choice questions and must be completed in 75 minutes. A minimum score of 80 percent is required to pass a certification exam, unless otherwise published. Individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.
Our courses are developed from the certification standards and are designed to assist a student in preparing for an HDI certification exam. They reinforce the core concepts of the certification standards and provide skills-building opportunities for the attendees
Exam Weighting
The certification exam is randomly generated from a pool of pre-authorized exam questions. As a result, each certification exam is different. The questions have been classified by the categories of the HDI Standard. The certification exam is designed to test the candidate’s knowledge in each category.
The number of questions presented from each category is based on the certification weighting. When the time available to study prior to taking a certification exam is limited, consider the certification weighting and review the categories with the highest allocations.
The following table represents the weighting for each of the standards categories within the certification exam. This information is provided to help you focus as you prepare for the exam.
| Category | Weighting % |
| Leadership | 10 % |
| Policy and Strategy | 5 % |
| People Management | 10 % |
| Resources | 20 % |
| Process and Procedures | 50 % |
| Performance Results | 5 % |
Exam Extensions
A 28-day extension is available for an online exam: details
Exam Retakes
Exam retakes can be purchased for a fee: details
