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Certified Service Desk Professional(CSDP)

About Service desk Certification

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.

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Objectives of Service Desk Professional certification

  • Implement best practices in service desk operations
  • Strengthen knowledge of IT service management principles
  • Enhance troubleshooting and diagnostic skills
  • Streamline service desk processes for increased efficiency
  • Foster a customer-centric mindset in service delivery
  • Stay updated with emerging technologies and trends
  • Build strong relationships with end-users and stakeholders
  • Contribute to continuous improvement initiatives in service desk operations

Target Audience of Service Desk certificate

Support Analyst

Service Desk Analyst

Client Support Technician/Consultant

Customer Support Officer/Analyst

Technical Support Officer/Analyst

Service Center Officer/Analyst

IT Team Leads


Benefits of Service Desk Professional Certification

Ability to effectively handle high-pressure situations.

Improved problem-solving and critical-thinking skills.

Opportunity to work in a variety of professions and businesses.

Access to ongoing professional development resources.

Enhanced ability to meet service level agreements.

Strong foundation in ITIL and service management frameworks.

Recognition is a valuable asset to organizations.



Relevant work experience in the field of IT or customer support can be beneficial.

Examination of Certified desk proessional certification

Multiple-choice exam of 40 marks.
You need to acquire 26+ marks to clear the exam.
If you fail, free re-examination within 30 days from the date of 1st exam attempt.


Sample Certificate



  • 1.Roles and responsibilities:
    • Learn all there is to know about being a qualified, competent, and efficient service desk analyst, as well as the essentials of providing service excellence.
  • 2.Installing and Configuring Operating Systems:
    • How to Install Windows Server 2022
    • How to Change the Computer Name and Update the Windows Operating System
    • How to Promote Windows Server to Domain Controller
    • How to Add a Windows Client PC to a Domain Server
    • Troubleshoot and resolve errors when joining computers to a domain server
  • 3.Network and Infrastructure Management:
    • What is DHCP
    • How to Configure Static IP Address in Windows Operating System
    • What is Active Directory
    • How to Create Users in Active Directory
    • How to Create a Group in Active Directory
    • How to Reset User's Passwords in Active Directory
    • How to Enable Recycle Bin in Windows Server
    • Block users from Signing into Domain Servers
    • Assign specific domain administration tasks in Active Directory to designated users or groups.
  • 4.Managing Policies and Settings:
    • What is Group Policy
    • How to Deploy Software Using Group Policy
    • How to Back Up Group Policy
    • How to Install Windows Updates Manually
    • How to Disable Windows Updates
    • Windows File Explorer
    • Windows Disk Management
    • How to Install Computer Drivers Manually
  • 5.Troubleshooting and Support:
    • Remote Desktop Connection
    • Remote Assistance
    • Diagnose and correct non-responsiveness in Outlook, Office applications, and other productivity software
    • Troubleshoot Microsoft Edge crashes, freezes, or other performance issues.
    • Resolve Remote Desktop connectivity and access problems between client and host systems
    • How to Fix Printer Issues
    • Resolve Remote Desktop connectivity and access problems between client and host systems


 Rebecca Martinez

Designation - IT Project Manager

I never realized how much I didn't know about service desk management until I took the GSDC Certified Service Desk Professional exam. The certification helped me fill in the gaps in my knowledge and gave me a new appreciation for the importance of the service desk. I highly recommend this certification to anyone in the IT industry!

David Nguyen

Designation -Service Desk Technician

I was skeptical at first about the value of earning the GSDC Certified Service Desk Professional certification. But after passing the exam, I can confidently say that it was worth every penny. The certification has helped me improve my communication and problem-solving skills and has given me the confidence to take on more complex issues. 

Laura Davis

Designation -  Service Desk Manager

As a service desk manager, I'm always looking for ways to improve my team's performance. The certification has helped us implement best practices for incident and problem management, which has resulted in faster resolutions and happier customers. I highly recommend this certification to anyone in service desk management!


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The Global Skill Development Council (GSDC) is an independent, vendor-neutral, international credentialing and certification organization for the emerging technologies:

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  • Hub of Trending Technologies and framework certifications.
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