Help Desk Professional Certificate – HDPC™

The CertiProf® Help Desk Professional Certificate - HDPC™ is a micro-credential that stands out for organizations and individuals as part of adopting good practices in the IT support industry.

The program's content includes management skills, financial management, soft skills, techniques, and technical assistance service tools, among others.

Thanks to the Help Desk Professional Certificate – HDPC™, candidates will improve customers' satisfaction by adopting service components of professional assistance, learn how to standardize and use applications to enhance better practices for IT, support peers with knowledge in the appropriate management of Help Desk techniques, and have a clear understanding of the importance of a Help Desk professional.

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