Desktop Support Technician

The HDI Desktop Support Technician (HDI-DST) course is designed specifically for IT support professionals who spend much of their day visiting customers at their workstations or home office.

This two-day course focuses on understanding and utilizing 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.

What You Will Learn:

  • IT support best practices and industry standards

  • Service delivery within the ITIL® process framework

  • Change Management, Configuration Management, and Root Cause Analysis

  • Incident Management and handling escalations

  • How to assess customer business needs and exceed customer expectations

  • Improve critical thinking and communication skills

  • Time management and problemsolving skills

  • How to identify and defuse challenging customer behavior

The cost of the HDI Desktop Support Technician Certification Exam is included in the course price.

All HDI certification exams are based on the HDI certification standards. HDI 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 HDI certification standards and provide skills building opportunities for the attendees. Learn more about the HDI standards.

Course Outline

Unit 1: Evolution of the Support Center
The Evolution of the Support Center
The Role of the Support Analyst
The Support Center's Role in the Business

Unit 2: Strategic Framework
Strategic Perspective
Service Level Agreements (SLAs)
Standard Operating Procedures (SOPs)
Business Alignment

Unit 3: Service Delivery Methods and Technology
Service Delivery Methods
Telephony Systems
Service Management Systems

Unit 4: Support Center Processes and Operations
IT Service Management (ITSM)
ITIL Service Support
Security Management
Knowledge Management
Quality Assurance(QA)

Unit 5: Call Handling Procedures
Total Contact Ownership
Procedures for Call Handling
Procedures for Onsite Visits

Unit 6: Communication Skills
The Communication Process
Cultural Sensitivity
Vocal Elements
Active Listening
Body Language
Incident Documentation
Writing Skills

Unit 7: Problem-solving and Troubleshooting Skills
Problem-solving and Types of Thinking
Questioning Skills
Solve Incidents with IMPACT
Additional Customer Service Skills
Root Cause Analysis

Unit 8: Maximizing Effectiveness
Your Customer's Psychological Needs
Handling Conflict
Strategies for Handling Difficult Customer Behaviors
Stress Management
The Power of a Service Attitude
Managing Your Use of Time
Managing Your Career


Who Should Attend:

  • Technical support professionals that provide in-person support to internal employees, remote workers, or external customers.

  • Those seeking HDI Desktop Support Technician Certification.