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HDI Desktop Advanced Support Technician (HDI-DAST)

Overview

HDI Desktop Advanced Support Technician (HDI-DAST) certification course validates that desktop and advanced technicians possess the required best practice knowledge and skills to provide quality technical support and guidance to stakeholders. This training focus on improving the image of the support organization by giving excellent customer service as well as increasing the productivity and capabilities of users, customers, and the business.

Audience:
 
  • Desktop Technicians
  • Any Individuals
Schedule & Prices
Course Details Schedule
Live Online Training (Instructor-Led)
Duration : 2 Days
Fee : USD 1,500 (1-on-1)†



April
13-14
20-21
May
18-19
July
06-07
12-13
13-14
20-21
August
03-04
09-10
September
07-08
13-14
14-15
Fly-Me-a-Trainer
Duration : 2 Days
Fee : On Request
Client's Location
As per mutual convenience
Classroom Training*
Duration : 2 Days
Fee : Sydney : USD 2,500 London : USD 1,700 Dubai : USD 1,700 India : USD 1,200
April
13-14 (Bangalore) (Venue)
20-21 (Chennai) (Venue)
May
18-19 (Chennai) (Venue)

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Unit 1: Role of Desktop Advanced Support Technician
 
  • Desktop Support Industry Evolution
  • The Role of the D/AST
  • The Value of the D/AST
  • The Future of Desktop Support
Unit 2: Framework for Effective Service and Support
 
  • Being a Business Liaison
  • Understanding the Business
  • Structural Components of the Business
  • Strategy
  • Services
  • Service Level Management
  • Standard Operating Procedures
  • Business Alignment
Unit 3: Business Relationship Management
 
  • Being an Effective Liaison to the Business
  • Continual Service Improvement
Unit 4: Advisory Skills
 
  • Advisory Skills
  • Being a Technology and Process Advisor
Unit 5: Troubleshooting/ Problem Solving Skills
 
  • Troubleshooting & Problem Solving
  • Incident Management
  • Incident Swarming
  • Problem Management
  • Root Cause Analysis
Unit 6: Essential Communication Skills
 
  • Being a Customer Advocate
  • Active Listening
  • Voice Components
  • Body Language
  • Effective Word Choices
  • Written Communication
Unit 7: Stakeholder Management Skills
 
  • Stakeholder Management Skills
  • Diplomacy
  • Emotional Intelligence
  • Empathy
  • Negotiation and Conflict Resolution
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