HDI Desktop Advanced Support Technician (HDI-DAST)

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

Conclusion:

Time Management

Project Management

Managing Your Career

Price: $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.

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Price: $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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Price: $1,599

Facilitated by a faculty member, this two-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.

• Maintain adequate coverage in your support center by staggering training dates.
• Focus on learning by being out of the office.
• Structured discussions facilitate networking and learning from real-world experiences.
• To learn more about public classroom training, contact an account manager or call 1.800.248.5667.

View the Public Classroom FAQs.

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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 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.

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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

Add To Cart

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

Exam Retakes

Add To Cart

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

Exam Insurance

Add To Cart

Exam insurance now available.

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Add to Cart

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.

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