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HDI Desktop Support Technician eLearning Course

Desktop support professionals spend much of the day visiting customers at their workstations or home offices, providing technical support for many desktop systems. Important Note:…

Certificate HDI Desktop Support Technician (HDI-DST)
Duration 10-12 hours
Delivery Self-Study e-book, Mock Exam, Exam Preparation Guide
Accreditor HDI
Exam Online

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630.00

Course Details

Course Description

Desktop support professionals spend much of the day visiting customers at their workstations or home offices, providing technical support for many desktop systems.

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Desktop support professionals spend much of the day visiting customers at their workstations or home offices, providing technical support for many desktop systems. HDI Desktop Support Technician (HDI-DST) training focuses on 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.

Comprise of

  • eLearning
  • Mock Exams
  • Exam Preperation Guide

Course Information

Certificate: HDI Desktop Support Technician (HDI-DST)

Duration: 10-12 hours

Domain: Information Management

Delivery Method:

  • Self-Study e-book
  • Mock Exam
  • Exam Preparation Guide

Accreditation: HDI

Audience

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

Learning Objectives

  • 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.

Course Outline

  • Support Center Overview
  • Strategic Framework
  • Service Delivery Methods and Technology
  • Support Center Processes and Operations
  • Customer Management Skills
  • Communication Skills
  • Problem-Solving and Troubleshooting Skills
  • Maximizing Effectiveness

Exam Facts

Delivery: Online

Format: Closed Book

Proctoring: Web Proctoring

Duration: 60 minutes (15 minutes additional for non-native English Speakers)

Number of questions: 65 simple multiple choice

Pass grade: 80%

HDI® is a registered trademark of HDI, a part of UBM LLC, Methodologies and Intellectual Property owned by HDI, a part of UBM LLC, which is used by permission of and under licensing agreement with HDI, a part of UBM LLC. All rights reserved.