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ITIL Training

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Service Desk Association

HDI® Desktop Support Technician (DST)

Date: 13-14 Aug 2018, 9:00 am-5:00 pm
Venue: IBIS Hotel, 600 Little Bourke St, Melbourne
Availability: Public , Online , Onsite
Certification: HDI
Certification Exam Information

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SUPER SALE NOW ON - ALL SEATS ONLY $1210* per attendee (new bookings only, cannot be used in conjunction with any other discounts)


This certification verifies that professionals in the desktop support technician role possess the knowledge of customer service and service management processes, as well as the necessary best practices, to provide high quality service and support at the desk-side.

Desktop support technicians are IT support professionals who spend much of their day visiting customers at their workstations or home office, providing technical support to many desktop systems.

HDI Desktop Support Technician training focuses on key support centre processes and concepts to improve overall support operations, as well as customer service and interpersonal skills that improve the customer’s experience.

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The course focuses on:

  • Proven techniques for improving on-site customer interaction;
  • How service level agreements impact workflow & prioritization of requests;
  • Seven key steps for effective root cause analysis;
  • The ITIL® processes of incident, problem, change, release, asset & configuration management;
  • An overview of security management & knowledge management;
  • Essential time management & problem-solving skills; &
  • Effective strategies for managing difficult customers.

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Course Outline:

Unit 1:
Support Center Overview
  Unit 5:
Customer Management Skills
- The Evolution of the Support Center
- Role of Desktop Support Technician
- Support Center's Role in the Business
  - Total Contact Ownership
- Procedures for Call Handling
- Procedures for Onsite Visits
Unit2 :
Strategic Framework
  Unit 6:
Communications Skills
- Strategic Perspective
- Service Level Agreements (SLAs)
- Standard Operating Procedures (SOPs)
- Business Alignment
  - The Communication Process
- Cultural Sensitivity
- Vocal Elements
- Active Listening
- Body Language
- Incident Documentation
- Writing Skills
Unit 3:
Service Delivery Methods & Technology
  Unit 7:
Problem-solving & Troubleshooting
- Service Delivery Methods
- Telephony Systems
- Service Management Systems
  - Problem-Solving & Types of Thinking
- Questioning Skills
- Solve Incident with IMPACT
- Additional Customer Service Skills
- Root Cause Analysis
Unit 4:
Support Center Processes & Operations
  Unit 8:
Maximising Effectiveness
- IT Service Management (ITSM)
- ITIL Service Support
- Security Management
- Knowledge Management
- Quality Assurance (QA)
  - Your Customer's Psychological Needs
- Handling Conflict
- Difficult Customer Behaviours
- Stress Management
- The Power of a Service Attitude
- Managing your Use of Time

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Who Should Attend:

  • Desktop Support technicians;
  • 2nd and 3rd Level IT Support staff;
  • Field Services Technicians; and
  • Technical support professionals who provide in-person support.

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Further Details:

The HDI Certification Exam is included in all HDAA's HDI Public & Online Course pricing.


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About HDI

Cancellation & Transfer Policy

For more information, please contact HDAA on T: 1300 130 447. 


Public:(Non Member) $1210.00 (inc GST)
Online:(Non Member) $880.00 (inc GST)