Certified Service Desk Professional
Course Overview
GSDC’s service desk certification is designed to help IT professionals improve their technical support and customer service skills. It covers key areas like ticket management, troubleshooting, communication, and using IT service tools. Whether you are new to tech support or aiming for leadership roles, a help desk certification can boost your knowledge and confidence.
For those looking to manage teams, a help desk management certification provides advanced skills in team coordination and service quality. This service desk certification is valuable for anyone working in IT support, helping them grow their careers and deliver better support to users and organizations. The certification also ensures professionals stay current with best practices, emerging technologies, and customer-focused service delivery in fast-paced IT environments.
Course Fee: $200
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Participants will get a clear understanding of:
- Learn and apply the best ways to run a service desk smoothly.
- Gain a solid understanding of how IT support and services work.
- Improve your skills in solving problems and finding solutions faster.
- Make service desk tasks more organized and efficient.
- Focus on providing great service and support to customers.
- Keep up with the latest technology and industry updates.
- Build strong connections with users and team members.
- Help make the service desk better through regular improvements.
- Support Analyst.
- Service Desk Analyst
- Client Support Technician/Consultant
- Customer Support Officer/Analyst
- Technical Support Officer/Analyst
- Service Center Officer/Analyst
- IT Team Leads
- Completing a service desk course makes you stand out to employers and can help you qualify for more advanced roles.
- Certifications for help desk technicians help you speak clearly with users and understand their needs better.
- A help desk certification teaches you how to organize your work and reduce delays in support.
- These service desk certifications keep you current with the latest tools, trends, and technologies.
- You’ll be better equipped to provide fast, helpful, and friendly support that keeps customers happy.
- Our help desk management certification prepares you for team leadership and process improvement roles.
- Through E-Learning Library Access, E-book, and 1-on-1 sessions with an Expert will help professionals to excel in service desk practices.
• There are no pre-requisites for getting this certification.
• Basic knowledge of programming and statistics will be beneficial.
• Multiple-choice exam of 40 marks.
• You need to acquire 26+ marks to clear the exam.
In case the Participant failed then they will be free 2nd attempt.
Re-examination can be taken up to 30 days from the date of the 1st exam attempt.
Examination Syllabus
Section 1
- Overview of Service Desk functions.
- Key responsibilities of a Service Desk professional.
- Understanding the importance of customer service.
Section 2
- Overview of IT Support roles and responsibilities.
- Key tools: Jira Service Desk, support ticketing systems.
- Use of password managers and other essential support tools.
Section 3
- Overview of hardware: desktops, laptops, peripherals.
- Introduction to hardware components (CPU, RAM, storage).
- Basic IT procedures: software installations, updates, and troubleshooting.
- Handling user support requests and common troubleshooting steps.
Section 4
- Understanding Windows 10 and its key features.
- Connecting to Mac devices and navigating Mac OS.
- Introduction to Linux and its command line basics.
- Overview of Windows Server 2016: setup and management.
Section 5
- Installation and setup of Office 365 applications.
- Troubleshooting Microsoft Office issues: Word, Excel, Outlook.
- Managing Office 365 accounts and settings.
Section 6
- Basic networking terms: IP addresses, routers, and switches.
- Connecting and configuring routers and network devices.
- Introduction to Group Policy Objects (GPOs).
- Basic security measures and tools.
Section 7
- Introduction to ITIL and its importance in IT support.
- Key ITIL processes: incident management, change management.
- Understanding the ITIL service lifecycle.
Section 8
- Introduction to cloud-based antivirus solutions.
- Continuous learning and keeping up with new technologies.
- Using monitoring systems for proactive support and issue resolution.
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