HDI Desktop Support Technician Certification Training

Course Overview

HDI’s Desktop Support Technician course is designed specifically for IT support professionals who spend much of their day visiting customers with problems at their workstations or home office. This two-day course focuses on understanding and utilizing key support center processes and concepts to improve overall support operations, as well as customer service and interpersonal skills that improve the customer’s experience. 

Participants
will learn:

  • IT support best practices and industry standards
  • The role of service delivery within the ITIL process framework
  • Best prectice in Change Management and Configuration Management
  • How to apply Root Cause Analysis and Knowledge Management processes
  • How to implement proper incident management
  • Key components of Service Level Agreements (SLAs) and Operating Level  Agreements (OLAs)
  • Utilize time management and problem-solving skills
  • Identify and diffuse challenging customer behaviour

 

Who Should Attend

 

Technical support professionals that provide in-person support to internal employees, remote workers, or external customers, and those seeking HDI Desktop Support Technician Certification.

Prerequisites


Students should be familiar with the basic concepts of a support center. No previous HDI or STI Knowledge courses are required.

Certification Steps

The DST Certification consists of two parts: class attendance and a certification exam. Course delegates will have 12 weeks from the class date to complete the web-based certification exam. Students are given 75 minutes to complete the 75-question exam and must achieve at least 80 percent accuracy in order to obtain certification.

Training Methods and Pricing

Includes instruction and certification exam.

On-site: A two-day course conducted at your company’s site.
Call 1-888-737-2327 for pricing.

Classroom: Interactive two-day course among peers.

Certification
Students will be eligible to schedule their certification exam on-line after completion of this course.

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Check our Schedule of Events for pricing and a current list of planned courses or fill out a General Enquiry Form to have a representative contact you to further discuss your organization's requirements and we can work together to provide you with a Service Excellence Solution and help you Create Customer Care Experts.

For more information call our office at 1-888-737-2327.

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