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.
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)
Unit 3: Service Delivery Methods and Technology
Service Delivery Methods
Service Management Systems
Unit 4: Support Center Processes and Operations IT Service Management (ITSM)
ITIL Service Support
Unit 5: Call Handling Procedures
Total Contact Ownership
Procedures for Call Handling
Procedures for Onsite Visits
Unit 6: Communication Skills The Communication Process
Unit 7: Problem-solving and Troubleshooting Skills Problem-solving and Types of Thinking
Solve Incidents with IMPACT
Additional Customer Service Skills
Root Cause Analysis
Unit 8: Maximizing Effectiveness Your Customer's Psychological Needs
Strategies for Handling Difficult Customer Behaviors
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.
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Our babsimLIVE distance learning brings the classroom learning experience to you by seating you virtually into a real-life instructor-led classroom taught by award winning world-class instructors with other IT professionals like yourself. From the comfort of your home, workplace, or at the Babbage Simmel Columbus Campus, you acquire the training you need, when you want it, in the environment that is most comfortable for you to be successful.