Description
Description
Global Certification Program
- E-learning
- Globally lifetime Valid Certification
- Lifetime Valid Certification
- AI based Roleplay & Simulations
- Two Exam Attempts
Introduction
Certified Service Desk Professional
The GSDC Certified Service Desk Professional certification is designed for individuals seeking to enhance their skills and knowledge in the field of service desk management.
The Certified Service Desk Professional credential signifies mastery in key areas such as incident management, problem management, service level management, and customer service.
With the ever-increasing reliance on technology in today’s world, this certification equips professionals with the necessary competencies to deliver top-notch service desk solutions and contribute to organizational success.
Obtaining the Service Desk certification demonstrates a commitment to excellence in service delivery and opens doors to exciting career opportunities in IT service management.
Learning Objective
❑ Implement best practices in service desk operations.
❑ Enhance troubleshooting and diagnostic skills.
❑ Foster a customer-centric mindset in service delivery.
❑ Build strong relationships with end-users and stakeholders.
❑ Strengthen knowledge of IT service management principles.
❑ Streamline service desk processes for increased efficiency.
❑ Stay updated with emerging technologies and trends.
❑ Contribute to continuous improvement initiatives in service desk operations.
Curriculum
1.Introduction to Service Desk:
• Overview of Service Desk functions.
• Key responsibilities of a Service Desk professional.
• Understanding the importance of customer service.
2.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.
3.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.
4.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.
5.Microsoft Office Suite:
• Installation and setup of Office 365 applications.
• Troubleshooting Microsoft Office issues: Word, Excel, Outlook.
• Managing Office 365 accounts and settings.
6.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.
7.ITIL Overview:
• Introduction to ITIL and its importance in IT support.
• Key ITIL processes: incident management, change management.
• Understanding the ITIL service lifecycle.
8.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.
