HDI Desktop Advanced Support Technician (HDI-DAST)


HDI Desktop Advanced Support Technician (HDI-DAST) Certification Training Course 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
This course prepares you for Exam HDI-DAST. Download Course Contents

HDI Desktop Advanced Support Technician (HDI-DAST) Course schedule & Prices

Course Details Schedule
Live Virtual Classroom (Instructor-Led)
Duration : 2 Days (4 Days for 4 Hours/Day)
Fee : 600 (Includes Taxes) 
9 AM - 5 PM (Flexible Time Slots for 4 hours option)








Client's Location
As per mutual convenience
Classroom Training (Available: London, Dubai, India, Sydney, Vancouver)
Duration : On Request
Fee : On Request
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Course Prerequisites
  • No formal pre-requisites for this course.

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