Foundation IT Service Desk Operations
This course provides essential training for frontline IT support staff, focusing on standardized incident management and end-user communication. It ensures that personnel can effectively resolve issues while adhering to professional service-level agreements.
£150
Certified Help Desk Professional
- Pass mark 70%
- Certificate on completion
- Verifiable public certificate ID
- English · available globally
Foundation IT Service Desk Operations: the short answers
- What is Foundation IT Service Desk Operations?
- This course provides essential training for frontline IT support staff, focusing on standardized incident management and end-user communication. It ensures that personnel can effectively resolve issues while adhering to professional service-level agreements.
- Who is Foundation IT Service Desk Operations for?
- It is pitched at Foundation level for IT Help Desk Technicians working in IT, and is studied online from any country.
- How long does Foundation IT Service Desk Operations take?
- Around 12 hours of study, plus the assessed assignments and one applied project.
- How is the certification assessed?
- Every assignment and the final project are assessed automatically against the published criteria. The pass mark is 70%, and an item that does not pass can be resubmitted.
- What do I receive when I pass?
- Certified Help Desk Professional, issued as a certificate with a unique ID that employers can check in the public certificate register.
- How much does it cost?
- £150 once, with no subscription.
What you will be able to do
- Document technical incidents using standard ticketing software
- Apply tiered troubleshooting methodologies to common hardware issues
- Demonstrate effective professional communication with non-technical stakeholders
- Identify and escalate complex issues according to organizational policy
Written by Sarah Jenkins, IT Service Management Expert. Every submission is assessed automatically against the published criteria for Certified Help Desk Professional, and the certificate is issued the moment the assessment is complete.
20 topics in this subject area
Each topic is written to be read on its own. Open a topic to read its description.
The curriculum for this course is being written. Sign in to start reading.
Course Builder
Prepare your assignments and one applied project in your own words and submit them here. The AI assesses each piece as soon as you submit it, and your certificate is issued immediately once the assessment is complete.
Sign in to read the topics, write your assignments and project, and receive your certificate the moment the AI assessment is complete.