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HDI® Desktop Advanced Support Technician (DAST)

  • Length 2 days
  • Price  $1705 inc GST
  • 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.

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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


HDI at Lumify Work

HDAA is the Australasian Gold Partner of HDI, the leading events and services organisation empowering the technical support and service management industry and its people.

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.

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




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

Terms & Conditions

The supply of this course by Lumify Work 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.

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