Join us for a live, interactive, sneak peak of one of our most popular courses, the Desktop/Advanced Technician Course. This new course features a focus on the latest knowledge, skills, and strategies need to be successful in the ever-changing world of service and support. In this session, we will cover content from the course and discuss our HDI Standards, Testing, and HDI Capabilities.

What You Will Learn

Welcome to the HDI Desktop Advanced Support Technician (HDI-DAST) certification course. In this 2-day course, participants will learn the skills necessary to deliver quality services in today's complex and evolving support environment. 

  • The Integral role and value of a desktop advanced support technician throughout all areas of the support organization. 
  • The Importance of understanding the business supported and how to partner with stakeholders across the organization to drive performance and efficiencies. 
  • The art of advocacy and how to use effective business relationship management skills to communicate effectively and enhance the customer experience.
  • Understand the differences between trouble-shooting and problem solving and acquire tried and true approaches for resolving root problems.
  • Valuable active listening skills and effective communication strategies, along with effective strategies for managing challenging behaviors and situations. 

Who Should Attend?

  • Desktop Technicians, advanced levels including 2 & 3. 
  • Individuals who are preparing for the HDI Desktop Advanced Support Technician certification exam.

Course Outline

Unit 1: Role of Desktop Advanced Support Technician

Section 1: Desktop Support Industry Evolution
Section 2: The Role of the D/AST
Section 3: The Value of the D/AST
Section 4: The Future of Desktop Support

Unit 2: Framework for Effective Service and Support

Section 1: Being a Business Liaison
Section 2: Understanding the Business
Section 3: Structural Components of the Business
Section 4: Strategy
Section 5: Services
Section 6: Service Level Management
Section 7: Standard Operating Procedures
Section 8: Business Alignment

Unit 3: Business Relationship Management

Section 1: Being an Effective Liaison to the Business
Section 2: Continual Service Improvement

Unit 4: Advisory Skills

Section 1: Advisory Skills
Section 2: Being a Technology & Process Advisor

Unit 5: Troubleshooting/ Problem Solving Skills

Section 1: Troubleshooting & Problem Solving
Section 2: Incident Management
Section 3: Incident Swarming
Section 4: Problem Management
Section 5: Root Cause Analysis

Unit 6: Essential Communication Skills

Section 1: Being a Customer Advocate
Section 2: Active Listening
Section 3: Voice Components
Section 4: Body Language
Section 5: Effective Word Choices
Section 6: Written Communication

Unit 7: Stakeholder Management Skills

Section 1: Stakeholder Management Skills
Section 2: Diplomacy
Section 3: Emotional Intelligence
Section 4: Empathy
Section 5: Negotiation and Conflict Resolution


Time Management
Project Management
Managing Your Career


Virtual Classroom

Price: $0.00

These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.

  • Minimize the impact on your daily schedule by only training eight hours a day for two days.
  • Learn only what you need to with targeted, topic-specific courses.
  • Ask questions and interact with the instructor.

View the Virtual Classroom FAQs

HDI Corporate Training Program

HDI can certify your in-house instructor to deliver HDI courses to your staff. Purchase student kits, which include official HDI courseware and a certification exam, when training is scheduled.

This program is ideal for companies training more than 50 support staff annually and those that include HDI training and certification in their new-hire programs.

  • Learning is facilitated by someone who knows your business intimately.
  • Your instructor can customize specific areas (e.g., show actual company reports).
  • Your company controls the training schedule.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

There are no courses scheduled at this time. Please check back later or contact your account manager for immediate assistance.


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.

HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description
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