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May 3-7, 2026

Caesars PalaceLas Vegas, NV

Desktop Advanced Support Technician

Passes & Pricing

HDI's Desktop Advanced Support Technician course focuses on building the advanced skills required to provide excellent customer service and increase the productivity and capabilities of users, customers, and the business.

Monday, May 4 - Tuesday, May 5
Certification Exam Included
$2,099

What You Will Learn

The Integral role and value of a desktop advanced support technician throughout all areas of the support organization.
The Importance of understanding the business supported and how to partner with stakeholders across the organization to drive performance and efficiencies.
The art of advocacy and how to use effective business relationship management skills to communicate effectively and enhance the customer experience.
Understand the differences between trouble-shooting and problem solving and acquire tried and true approaches for resolving root problems.
Valuable active listening skills and effective communication strategies, along with effective strategies for managing challenging behaviors and situations.

Who Should Attend

Desktop Technicians, advanced levels including 2 & 3.
Individuals who are preparing for the HDI Desktop Advanced Support Technician certification exam.

Course Includes

Instruction, and online certification exam.

Unit 1: Role of Desktop Advanced Support Technician

Section 1: Desktop Support Industry Evolution
Section 2: The Role of the D/AST
Section 3: The Value of the D/AST
Section 4: The Future of Desktop Support

Unit 2: Framework for Effective Service and Support

Section 1: Being a Business Liaison
Section 2: Understanding the Business
Section 3: Structural Components of the Business
Section 4: Strategy
Section 5: Services
Section 6: Service Level Management
Section 7: Standard Operating Procedures
Section 8: Business Alignment

Unit 3: Business Relationship Management

Section 1: Being an Effective Liaison to the Business
Section 2: Continual Service Improvement

Unit 4: Advisory Skills

Section 1: Advisory Skills
Section 2: Being a Technology & Process Advisor

Unit 5: Troubleshooting/ Problem Solving Skills

Section 1: Troubleshooting & Problem Solving
Section 2: Incident Management
Section 3: Incident Swarming
Section 4: Problem Management
Section 5: Root Cause Analysis

Unit 6: Essential Communication Skills

Section 1: Being a Customer Advocate
Section 2: Active Listening
Section 3: Voice Components
Section 4: Body Language
Section 5: Effective Word Choices
Section 6: Written Communication

Unit 7: Stakeholder Management Skills

Section 1: Stakeholder Management Skills
Section 2: Diplomacy
Section 3: Emotional Intelligence
Section 4: Empathy
Section 5: Negotiation and Conflict Resolution

Conclusion:

Time Management
Project Management
Managing Your Career

Passes & Pricing