Help Desk Professional Certification (HDPC)
$100.00
Sales Tax Included
This certification will allow you to acquire essential knowledge about Help Desk operations and management, helping professionals improve the efficiency and quality of technical support in their organizations. It will provide you with the knowledge and skills to enhance customer satisfaction through the adoption of professional help desk components and the standardized and consistent application of IT support best practices.
Quantity
In addition, it will allow you to:
- Learn proper Help Desk management techniques and understand the importance of a Help Desk professional.
- Learn about IT service management, methodologies for optimizing customer service, leadership in support teams, performance metrics, and market trends such as ITIL, Agile, and DevOps.
- Manage and improve Help Desk operations by following industry standards and best practices.
- Acquire skills in management, financial management, soft skills, technical support services, and tools, among others.
- Improve customer satisfaction by adopting professional help desk components.
- Learn to standardize and use applications to enhance IT best practices.
Learning objectives
- Understand the difference between a Help Desk and a Service Desk.
- Understand the importance of implementing a Help Desk as a Single Point of Contact (SPOC).
- Understand the importance of defining the Help Desk's strategic direction using the Basic Service Point of Contact (BSPC™).
- Understand the characteristics and components of a professional Help Desk.
- Determine the essential skills involved in a Help Desk.
- Analyze and understand the relationships with IT Service Management processes.
- Understand financial and project aspects associated with a Help Desk.
- Understand aspects of leadership, service marketing, and team development.
- Determine the current and desired maturity level of a Help Desk.
- Acquire the ability to identify the necessary tools for the excellent operation of a Help Desk.
- Expand Help Desk practices with market trends such as COBIT, ITIL, Agile, Kanban, DevOps, among others.
- Understand performance measurement practices associated with the Help Desk and theories of continuous service improvement. Understand industry practices, compare them with current Help Desks, and implement improvements in service and operation.
Audience
- IT Support Staff
- Consultants
- Managers
- Individuals trained in ITIL® who wish to expand their Service Desk knowledge
- Service Desk/Help Desk Analysts
- Service professionals ready to transition to supervisor or team leader roles
- New professionals entering the IT Help Desk field
- Current Help Desk leaders and teams
- Anyone interested in expanding their Help Desk knowledge, whether new, experienced, team managers, or supervisors.
This certification program includes:
• Downloadable study materials and support questions to help you prepare for the exam.
• Access to the certification exam. This access will be granted through an activation code sent to you via email within 1 to 5 business days.
• A Credly digital badge, which will allow you to recognize and validate your certification worldwide. For more information about Credly and its digital badges, check the exam instructions page.
• You will have two attempts to pass the exam. If you fail the first attempt, check the exam instructions page.
• Once you pass the certification exam, it will be valid for a period of 3 years. *check the exam instructions page for all relevant instructions on how to take the certification exam.
Changes and Returns
• Once certification activation codes are generated and sent, they cannot be canceled, voided, or refunded.
• Similarly, once codes are programmed or assigned to a specific certification, they cannot be changed to another certification.
• Therefore, returns or exchanges are not possible due to the nature of the product, as the activation code generation process begins at the time of purchase.