Informa helps businesses and professionals in hundreds of ways.

Our international portfolio of live events, world-leading research publications, and innovative digital services provide specialists with the knowledge and connections they need to thrive.

HDI Service & Support World
April 25-29, 2027
Caesars PalaceLas Vegas, NV
Register Now
Menu
Register

HDI Desktop Advanced Support Technician

Master the Advanced Skills that Keep IT Running

The HDI Desktop Advanced Support Technician course helps experienced desktop support professionals build the technical expertise, troubleshooting techniques, and customer service skills needed to resolve complex issues with confidence. Learn practical strategies that improve productivity, strengthen end-user support, and prepare you for HDI Desktop Advanced Support Technician certification.

  • ⏱️ 2 Days

  • 📅 April 26-27, 2027

  • 🏅 Certification Included

  • 💲$2,099

Sign Me Up

Key Takeaways from the HDI Desktop Advanced Support Technician Course

  • 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.

Master the Skills Behind Exceptional Desktop Support

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