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HDI® Desktop Advanced Support Technician (DAST)

  • Length 2 days
  • Inclusions Exam voucher
Course overview
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Why study this course

Desktop Advanced Support Technicians are trusted support advisors and advocates that focus on providing efficient and effective resolutions to customers as it relates to service requests, incidents, and problems escalated by the service desk and the business.

This training focus on enhancing the image of the support organisation by providing excellent customer service as well as increasing the productivity and capabilities of users, customers, and the business.

This certification validates that desktop and advanced technicians possess the required best practice knowledge and skills to provide quality technical support and guidance to stakeholders.

The HDI Certification Exam is included in all HDI public training courses. The exam is undertaken separately by the student within six weeks of completing this course.

Note: This HDI course currently has a price reduction for Virtual Instructor-Led Training (VILT) classes.

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What you’ll learn

In the HDI Desktop Advanced Support Technician (DAST) certification course, participants will learn the skills necessary to deliver quality services in today’s complex and evolving support environment.

  • The integral role and value of a desktop advanced support technician throughout all areas of the support organisation

  • The importance of understanding the business supported and how to partner with stakeholders across the organisation 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 behaviours and situations


Founded in 1999, Help Desk Association Australasia (HDAA) is an independent association specialising in the Service and Support Industry. HDAA utilises the collective knowledge, energy, experience and expertise of their team and their members to create a foundation on which to deliver products and services that develop and promote excellence in the Service and Support Profession. HDAA courses are internationally recognised qualifications.

Stay ahead of the technology curve

Don’t let your tech outpace the skills of your people

Quality instructors and content

Expert instructors with real world experience and the latest vendor- approved in-depth course content.

Partner-Preferred Supplier

Chosen and awarded by the world’s leading vendors as preferred training partner.

Ahead of the technology curve

No matter your chosen technologies or platforms, we can help you stay one step ahead.

Who is the course for?

  • Desktop Technicians, advanced levels including 2 and 3

  • Individuals who are preparing for the HDI Desktop Advanced Support Technician certification exam

Course subjects

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

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

Business Relationship Management

  • Being an Effective Liaison to the Business

  • Continual Service Improvement

Advisory Skills

  • Advisory Skills

  • Being a Technology and Process Advisor

Troubleshooting / Problem Solving Skills

  • Troubleshooting and Problem Solving

  • Incident Management

  • Incident Swarming

  • Problem Management

  • Root Cause Analysis

Essential Communication Skills

  • Being a Customer Advocate

  • Active Listening

  • Voice Components

  • Body Language

  • Effective Word Choices

  • Written Communication

Stakeholder Management Skills

  • Stakeholder Management Skills

  • Diplomacy

  • Emotional Intelligence

  • Empathy

  • Negotiation and Conflict Resolution


  • Time Management

  • Project Management

  • Managing Your Career




DDLS offers certification and training in HDI Service Support and KCS through our partnership with HDAA. This arrangement requires DDLS to provide your details to HDAA for course registration purposes.

Terms & Conditions

The supply of this course by DDLS is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.

Request Course Information

By submitting an enquiry, you agree to our privacy policy and receiving email and other forms of communication from us. You can opt-out at any time.