HDI Desktop Support Technician (HDI-DST)

What You Will Learn

• Proven techniques for improving onsite 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

Who Should Attend?

• Technical support professionals who provide in-person support to internal employees, remote workers, or external customers and therefore must develop best-practice skills specific to this unique form of customer contact
• Individuals who are preparing for the HDI Desktop Support Technician certification

Course Outline

Unit 1: Support Center Overview The Evolution of the Support Center Role of Desktop Support Technician Support Center’s Role in the Business Unit 2: Strategic Framework Strategic Perspective Service Level Agreements Standard Operating Procedures 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 ITIL Service Support Security Management Knowledge Management Quality Assurance Unit 5: Customer Management Skills 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 Difficult Customer Behaviors Stress Management Power of a Service Attitude Managing Your Use of Time

Classroom Training Schedule

HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your account manager or find an HDI Partner to discuss your needs.

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 HDI Desktop Support Technician Certification Standard and is delivered online through the HDI Learning Center.

Price: $145

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 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 HDI-DST certification exam. This information is provided to help you focus as you prepare for the exam.

A 28-day extension is available for an online exam for a fee of $50. Exam retakes can be purchased for a fee of $99. Contact the HDI Customer Care Center at 800.248.5667.