HDI Desktop Advanced Support Technician (HDI-DAST) Certification

Desktop Advanced Support Technicians (HDI-DAST) 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.

KEY FEATURES

  • 24 hrs of classroom / instructor-led training
  • Accredited Instructor with industry experience
  • Authorized Coureware
  • Case Studies & real-world examples
  • End of chapter quizzes and simulation exams
  • Certification exam included
Category:

Description

WHOM IS IT APPLICABLE
  • Desktop Technicians
WHAT YOU WILL LEARN
  • 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.
MODULE OVERVIEW

Module 1: Role of Desktop Advanced Support Technician
Module 2: Framework for Effective Service and Support
Module 3: Business Relationship Management
Module 4: Advisory Skills
Module 5: Troubleshooting/ Problem Solving Skills
Module 6: Essential Communication Skills
Module 7: Stakeholder Management Skills

PREREQUISITES

There are no formal prerequisites required for this certification

EXAM & CERTIFICATION

Format: Closed-book
Delivery: Online (HDI Learning Center)
Questions: 65 multiple choice questions
Passing Score: 80%
Duration: 75 Minutes

CLASSROOM / INSTRUCTOR LED
  • High-impact learning with case studies
  • Delivered by certified instructors
  • Targeted learning for real projects

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