Help Desk Professional Certificate – HDPC™
Learning Objetives
Understand the difference between Help Desk and Service Desk
Understand the importance of implementing a Help Desk such as SPOC
Understand the importance of having a clear comprehension of the Help Desk goal by using BSPC™
Understand the characteristics and components of a professional Help Desk
Determine the basic skills needed to be involved in Help Desk
Analyze and understand the relationships with the IT Service management process
Understand the projects and financial aspects associated with a Service Desk
Understand the aspects of leadership, service marketing, and team development
Determine the current and desired state of maturity of a Help Desk
Obtain the ability to determine the necessary tools for an excellent operation of Help Desk
Increase Help Desk practices with the market tendencies such as COBIT, ITIL, Agile, Kanban, DevOps, among others
Understand the performance measuring tools associated to Help Desk and continuous improvement service theories

Intended Audience
Exam Details
Certification Details
- Certification Type: Professional
- Certification Code: HDPC™
Prerequisites
There are no formal prerequisites for this certification.