HDI Desktop Support Technician (HDI-DST)

Home > Certification > HDI DESKTOP SUPPORT TECHNICIAN (HDI-DST)

Duration

5 Days

Pre-Requisite

No Formal Pre-Requisite

Course Details

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Course We Offer

  • CUSTOMER SERVICE REPRESENTATIVE (HDI-CSR)
  • HDI DESKTOP SUPPORT MANAGER (HDI-DSM)
  • HDI DESKTOP SUPPORT TECHNICIAN (HDI-DST)
  • KNOWLEDGE-CENTERED SUPPORT FOUNDATION (KCS)
  • KNOWLEDGE-CENTERED SUPPORT PRINCIPLES (HDI-KCS)
  • HDI PROBLEM MANAGEMENT PROFESSIONAL (HDI-PM)
  • HDI SUPPORT CENTER ANALYST (HDI-SCA)
  • HDI SUPPORT CENTER DIRECTOR (HDI-SCD)
  • HDI SUPPORT CENTER MANAGER (HDI-SCM)
  • HDI SUPPORT CENTER TEAM LEAD (HDI-SCTL)

Course Overview

HDI Desktop Support Technician (HDI-DST) 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.

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

Course Objective

  • 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.

Target Audience

  • 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.

Pre-Requisite

There is no formal Pre-Requisite

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