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HDI Desktop Support Technician

Master the skills and processes for extraordinary desk-side support.

GK# 2537

Course Overview

As a desktop support technician, you are an IT support professional who spends much of your day visiting customers at their workstations or home office, providing technical support to many desktop systems.

In this HDI Desktop Support Technician course, you will learn about key support center processes and concepts to improve overall support operations, and you will gain customer service and interpersonal skills that improve the customer's experience.

This course is designed to assist you in preparing for the HDI Desktop Support Technician (HDI-DST) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase, and you must take the exam within 12 weeks of course completion.

Delivery Format Options

  • Classroom Live

    Classroom Live

    Receive face-to-face instruction at one of our training center locations.

    From

    $2025 CAD

    2 day

  • Virtual Classroom Live

    Virtual Classroom Live

    Experience expert-led online training from the convenience of your home, office or anywhere with an Internet connection.

    From

    $2025 CAD

    2 day

  • Self-Paced

    Self-Paced

    Recordings, hands-on labs and expert instructors empower you to train on your own schedule.

    From

    $950 CAD

    1 day

  • Private Group Training

    Private Group Training

    Train your entire team in a private, coordinated professional development session at the location of your choice.

    Receive private training for teams online and in-person.

Request a date or location for this course.

What You'll Learn

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

Who Needs To Attend

  • Technical support professionals who provide in-person support to internal employees, remote workers, or external customers and therefore must develop best-practice skills specific to this unique form of customer contact
  • Individuals who are preparing for the HDI Desktop Support Technician certification