Certified Specialist in Service Desk(CSSD)

Course Overview

Certified Specialist in Service Desk is the second level certification in the Aqonta Certifications of Service Desk. This certification aims at providing the application skills and knowledge required for various support roles thus validating you to stand out as a service desk professional.

Exam Format

  • Multiple Choices
  • 75 questions per paper
  • Time Duration: 120 minutes
  • Closed Book

Pre-requisuite

There are no pre-requisites to apply for CSHD exam but completing Certified Associate in Service Desk is recommended.

Target Audience

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

Course Outline

The Certified Specialist in Service Desk Certification course covers as follows

  • 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