Certified Associate in Service desk (CESD)

Course Overview

Certified Expert in Service Desk is the third and highest level certification in the Aqonta Certifications of Service Desk. Service Desk Certifications deal with the support and information provided to the end user or customer. Certified Expert in Service Desk enables you to understand the higher level queries and questions rose by the end user or customer and provides better solutions for the same.

Exam Format

  • Multiple choice
  • 100 questions per paper
  • Time duration: 150 minutes
  • Closed book

Pre-requisuite

To apply for Certified Expert in Service Desk exam candidate need to clear the CSSD exam first.

Target Audience

  • Service Desk Executive
  • Service Desk Engineer
  • Service Desk Executive
  • Service Desk Support Executive
  • IT Service Desk Manager

Course Outline

  • Chapter 1: Introduction to Help Desk
  • Chapter 2: Roles and Responsibilities
  • Chapter 3: Knowledge Management
  • Chapter 4: Incident Management
  • Chapter 5: Problem Management
  • Chapter 6: Change Management
  • Chapter 7: Customer Relationship Management
  • Chapter 8: Quality and Evaluation
  • Chapter 9: Continuous Improvement