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43%

 of organisations
 support both
internal and external
customers

Source - HDI Report


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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens

HDI Desktop Advanced Support Technician (DAST)

HDI Desktop Support Technician

Training Course Duration:  10 - 12 Hours 
Availability:    Online
Prerequisites:   None 
Certification: HDI 
Certification Exam Information 
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Course Overview

Desktop Advanced Support Technicians are trusted support advisors and advocates that focus on providing efficient and effective resolutions to customers as it relates to service requests, incidents, and problems escalated by the service desk and the business. This training focus on enhancing the image of the support organization by providing excellent customer service as well as increasing the productivity and capabilities of users, customers, and the business.

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

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

This course focuses on:

  • The Integral role and value of a desktop advanced support technician throughout all aeas 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. 

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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

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Who Should Take This Course:

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

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Further Details:

PLEASE NOTE:
The HDI Certification Exam is included in this Online Course pricing.

Cost:
For pricing please to go to our Price Guide and apply appropriate member level discount or contact HDAA  on T: 1300 130 447.

 

- View our Training Calendar.

- View our Training Courses.

- View our Learning Methods.

- View our Exam Information.

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

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