HDI Desktop Support Technician (HDI-DST) Certification

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.
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.

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
  • 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
WHAT YOU WILL LEARN
  • 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
MODULE OVERVIEW

Module 1: Support Center Overview
Module 2: Strategic Framework
Module 3: Service Delivery Methods and Technology
Module 4: Support Center Processes and Operations
Module 5: Customer Management Skills
Module 6: Communication Skills
Module 7: Problem-solving and Troubleshooting Skills
Module 8: Maximizing Effectiveness

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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