The purpose of this certification is to demonstrate that the professional has a practical understanding of how the service desk should work in an organization, to help improve the workflow in the areas of support and customer service; and comply with the agreements (SLA). The certified person will be able to analyze the current situation of the IT processes and the operating model of a service desk, to restructure it in order to optimize the workflow and improve customer satisfaction.

Some modules of our training

• Module 1: Scope of the service desk
• Module 2: Structure of the Service Desk
• Module 3:Recruitment and development
• Module 4: Service level management
• Module 5: Knowledge management
• Module 6: Tools and technologies on a service desk
• Module 7: Design and implementation of a service desk