Certified Service Desk Professional
Ready to Ace Your Certified Service Desk Professional NovelVista is a leading provider of Certified Service Desk Professional, courses and training in India. We provide IT service management training in India.
- In-Depth Overview of Service Desk
- Certified Industry Expert Trainers
- Virtual Training Sessions
- Learning Materials
Certified Service Desk Professional Overview
Our Service Desk Professional Certification is designed for professionals with all the essential skills in delivering the best IT support services. It focuses on incident management, problem management, service level management, and customer service specifically. It helps to understand how to take care of an extensive range of customer issues and to give fast and effective solutions that would maintain their high satisfaction levels. This credential addresses key sectors including incident management, communication, and techniques of troubleshooting.
This certification is based on problem-solving skills, customer service best practices, and the use of IT Service Management frameworks like ITIL. It will prepare professionals to work efficiently in a service desk environment, allowing them to meet such key performance metrics and boost customer loyalty. The achievement of this certification will help a professional to uplift his credibility and career prospects, position him as a valued asset, and place him in the scheme of things where the digital workplace means leverage. It opens doors to exciting career opportunities in IT Service Management.
What You Will Get?
Learning Outcome
After the completion of the course, the participants would be able to:
Course Curriculum:
Introduction to Service Desk:+
- Overview of Service Desk functions.
- Key responsibilities of a Service Desk professional.
- Understanding the importance of customer service.
IT Support Fundamentals:+
- Overview of IT Support roles and responsibilities.
- Key tools: Jira Service Desk, support ticketing systems.
- Use of password managers and other essential support tools.
IT Skills and Procedures:+
- 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.
Operating Systems:+
- 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.
Microsoft Office Suite:+
- Installation and setup of Office 365 applications.
- Troubleshooting Microsoft Office issues: Word, Excel, and Outlook.
- Managing Office 365 accounts and settings
Networking and Security:+
- 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.
ITIL Overview:+
- Introduction to ITIL and its importance in IT support.
- Key ITIL processes: incident management, change management.
- Understanding the ITIL service lifecycle.
Advanced Topics:+
- Introduction to cloud-based antivirus solutions.
- Continuous learning and keeping up with new technologies.
- Using monitoring systems for proactive support and issue resolution.