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:
Training Calendar
English
- Self paced videos, assessments, recall quizzes, more
- For more details, reach us at training@novelvista.com
Includes Training, Exam & Certification
Lifetime Access
- Self paced videos, assessments, recall quizzes, more
- For more details, reach us at training@novelvista.com
Includes Training, Exam & Certification
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.
Course Details
What I Will Learn?+
- Learn how to efficiently manage, track and solve various incidents and service requests through best practices.
- Learn techniques to manage consumer interactions and offer excellent service that boosts satisfaction.
- How to communicate effectively with consumers, team members and other departments to maintain smooth operations.
- Gain a solid understanding of IT Service Management frameworks such as ITIL.
Advantages+
- Improved Consumer Satisfaction:Gain the practices and knowledge to provide top-notch consumer support which leads to higher client retention and satisfaction.
- High Problem-Solving Efficiency:Develop troubleshooting practices that allow you to resolve technical problems and decrease system downtime.
- In-Depth Understanding Best Practices:Gain knowledge of IT Service Management frameworks, such as ITIL to streamline service desk processes.
- Gain Professional Confidence:Gain the confidence to handle incidents, communicate with stakeholders and manage high-pressure situations.
Training Delivery Style+
You will get engaged in interesting processes which help you to put your theoretical knowledge into practice. An innovative thinking approach will be used to wrack your grey matter and raise engagement enthusiasm.
This training will be nothing like any ordinary training you imagine. We follow a vast range of creative methodology which will allow you to wrack your grey matter and boost your energy up to participate.
Some of the core features of our Service Desk Professional Certification Program are as follows:
- Training Sessions based on Storytelling.
- Concept-Based Examples for Understanding.
- Self-analysis and group discussions
- Case studies as applied ideas given.
- Group and individual activities, and talks.
- Summarized readings to be taken home after the training.
Eligibility+
- Support Analyst.
- Service Desk Analyst
- Client Support Technician/Consultant
- Customer Support Officer/Analyst
- Technical Support Officer/Analyst
Pre-Requisite+
Training Faculty+
- Exam Time: 1 hour
- Exam Format - Objective Type, Multiple Choice
- Number of questions: 40 (multiple-choice questions)
- Certificate - Within 5 business days
- Result - Immediately after the exam
- Closed book
Certified Service Desk Professional Exam Format
Exam Format - Multiple choice examination questions
Exam Duration - 60 minutes duration
No. of Questions - 40 questions
Passing Criteria - 26 marks required to pass (out of 40 available) - 65%
Certificate - Within 5 business days
Result - Immediately after the exam