HDI Desktop / Advanced Support Technician
Course Overview
Desktop and advanced support technicians are trusted advisors and advocates who focus on resolving service requests, incidents, and problems escalated by the service desk and the business. This course focuses on enhancing the image of the support organization by delivering excellent customer service while increasing the productivity and capabilities of users, customers, and the business.
The certification validates that desktop and advanced support technicians possess the best-practice knowledge and skills required to provide quality technical support and guidance to stakeholders.
What You Will Learn
In this two-day course, participants learn the skills necessary to deliver quality services in today’s complex and evolving support environment, including how to:
- Understand the integral role and value of a desktop / advanced support technician across the support organization
- Understand the business they support and partner with stakeholders to drive performance and efficiency
- Use advocacy and business relationship management skills to communicate effectively and enhance the customer experience
- Distinguish between troubleshooting and problem solving and apply approaches for resolving root problems
- Apply active listening and effective communication strategies, and manage challenging behaviors and situations
Who Should Attend?
- Desktop technicians and advanced levels of support, including Level 2 and Level 3
- Individuals preparing for the HDI Desktop / Advanced Support Technician certification exam
Upcoming Classes
| Start Date | End Date | Location |
|---|---|---|
| Jan 24, 2022 | Jan 25, 2022 | Virtual |
| Feb 14, 2022 | Feb 15, 2022 | Virtual |
| Mar 24, 2022 | Mar 25, 2022 | Virtual |
| Apr 19, 2022 | Apr 20, 2022 | Virtual |
| May 9, 2022 | May 10, 2022 | Virtual |
| Jun 16, 2022 | Jun 17, 2022 | Virtual |
| Jul 18, 2022 | Jul 19, 2022 | Virtual |
| Aug 18, 2022 | Aug 19, 2022 | Virtual |
| Sep 15, 2022 | Sep 16, 2022 | Virtual |
| Oct 13, 2022 | Oct 14, 2022 | Virtual |
| Nov 3, 2022 | Nov 4, 2022 | Virtual |
| Dec 8, 2022 | Dec 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 and process advisor
Unit 5: Troubleshooting and Problem-Solving Skills
- Troubleshooting and 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
Certification Exam Details
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 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 Format
- Type: Multiple choice
- Number of Questions: 65
- Time Limit: 75 minutes
- Passing Score: 80% (unless otherwise published)
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.
Exam Retakes
Exam retakes can be purchased for a fee.