GSDC's Certified Service Desk Professional Certification is an industry-standard based accreditation program designed specially to improve the service desk quality. Business Process Outsourcing has overwhelmed the world and with the coming of quicker web speeds and unbounded jumps in correspondence innovation, this pattern is just going to get more grounded and significantly more serious. This open-door turned into the key vector for revealing shrouded openings while twisting the speed of service delivery nonetheless, this pattern has likewise paved the way for greater levels of popularity furthermore, desires.
To meet such expectations, one must be empowered with proper knowledge and skill set that matches the industry-standard especially with the multiplication of service providers, a global certificate to validate your competency will be your organization's trump card in winning clients. Service Desk Professional Certification's course content teaches you about Business Relationship Management, Communication, Collaboration Problem-solving skills, IT Service Management, Improving Service Desk SLA's & KPI, Proactive Problem Management, Quality Service Improvement assurance program, Managing customer feedback, AI & automation.
The objective of the Certified Service Desk Professional Certification includes a deep understanding of:
Service Desk Analyst
Client Support Technician/Consultant
Customer Support Officer/Analyst
Technical Support Officer/Analyst
Service Center Officer/Analyst
IT Team Leads
Few benefits of getting a Certified Service Desk Professional certification are:
Align your organization practices to the global standards to deliver consistent, higher quality service and support to your customers
Understand and leverage the benefits of utilizing a Service Catalog for responsibility ownership
Foster an environment of Continuous Service Improvement through the implementation of customer surveys, service level agreements and operational level agreements
Provide higher management with better insights with the help of the right metrics to gauge Service Desk performance
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.
1.Roles and responsibilities:
5.Improving Service Desk SLA's & KPI :