HDI Desktop Support Technician

Buy Now	Online Course	HDI Members	Non- Members	Includes Exam
	HDI Desktop Support Technician	$545	$595

Bring excellent service into the field with you.

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

Utilize key support center processes and concepts to improve overall support operations. Develop 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

Course Details

Seat Time: 10–12 hours
Pre-requisites: None
Certification: HDI Desktop Support Technician
Who should participate: Technical support professionals who provide in-person support to internal employees, remote workers, or external customers; anyone seeking HDI Desktop Support Technician certification

Technical Specs

Operating System	Windows 2000/XP/Vista
RAM	Minimum: 500 MB, Recommend: 1.0 GB
Browser	IE6, IE7
Bandwidth	Minimum: DSL, Recommend: Broadband
Resolution	1024 x 768
Processor	Minimum: 1.0 GHz, Recommend: 2.0 GHz
Plugins	DownloadFlash (v.7) DownloadDirectX (v.9) DownloadAdobe Reader DownloadQuickTime (v.7)