This desktop support training certification validates that desktop and advanced technicians possess the required best practice knowledge and skills to provide quality technical support to customers and guidance to stakeholders.


HDI's Desktop Advanced Support Technician course focuses on building the advanced skills required to provide excellent customer service and increase the productivity and capabilities of users, customers, and the business.

Course Sneak Peek
Get an inside look at HDI’s Desktop Advanced Support Technician course, with lessons from the official workbook!
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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

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Online Course

<b>Price: </b>$749

Online, self-paced training allows student to train at their own speed, permitting them to concentrate on areas of specific need. Students can train from any computer with Internet access, and the course takes about 10-12 hours to complete.

  • Learn virtually anytime, anyplace, and at any pace.
  • Online training is the most cost effective means for employees to achieve certification particularly for companies with remote employees or multiple office locations.
  • Ramp up employees quickly. Courses can be activated in as short as 24 hours.

Once registered for an online course, you have 12 weeks to access the course. A 28-day extension is available for an online course for a fee of $50. Exam retakes are available for a $99 fee. Contact the HDI Customer Care Center at 800.248.5667.

View the Online Course Demo to learn more about the self-paced learning option.

View the Online Course FAQs.


Virtual Classroom

<b>Price: </b>$1,599

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

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Private Group Training

HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

  • Control class size and pick training dates that accommodate your business schedule.
  • Focus on your organization’s key issues and pain points.
  • Save money. With groups of eight or more, this option is often more cost effective.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

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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.

On Demand
HDI Desktop Advanced Support Technician Price: $899.00 More Info Add to Cart
Aug 15, 2024 - Aug 16, 2024
HDI, Virtual Classroom
HDI Desktop Advanced Support Technician Price: $1,799.00 More Info Add to Cart
Only 2 seats left
Oct 24, 2024 - Oct 25, 2024
HDI, Virtual Classroom
HDI Desktop Advanced Support Technician On or before Aug 29, 2024 :
Price: $1,699.00

After Aug 29, 2024 :
Price: $1,799.00
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Only 7 seats left
Nov 21, 2024 - Nov 22, 2024
HDI, Virtual Classroom
HDI Desktop Advanced Support Technician On or before Sep 26, 2024 :
Price: $1,699.00

After Sep 26, 2024 :
Price: $1,799.00
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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 to discuss your needs.

Certification Exam

The certification exam is included with training purchased directly from HDI. It may also be purchased separately. The exam must be completed within 6 weeks of purchase.

The certification exam is based on the HDI Desktop Advanced Support Certification Certification Standard and is delivered online through the HDI Learning Center.

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

Category Weighting %
Leadership 10 %
Policy and Strategy 5 %
People Management 10 %
Resources 20 %
Process and Procedures 50 %
Performance Results 5 %

Exam Extensions

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A 28-day extension is available for an online exam for a fee of $50.

Exam Retakes

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Exam retakes can be purchased for a fee of $99.

Exam Insurance

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Exam insurance now available.

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Practice Test

Price: $79.00

HDI practice tests provide additional preparation for HDI certification exams. Once you complete a practice test, a report is provided that lists the questions missed and what competency within the HDI Standard you should review.

  • Each practice test is 30 questions and must be completed in 35 minutes
  • You may take multiple tests
  • Each practice test is randomly generated from a pool of test questions

View the Practice Tests FAQs.

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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