Service Desk Network Support Excellence
This course prepares service desk specialists to resolve routine network requests and communicate clearly with users and customers. Employers will gain a consistent first-line approach to diagnosis, escalation, accessibility and service-quality improvement.
£150
Certified Network Service Desk Excellence Professional
- Pass mark 70%
- Certificate on completion
- Verifiable public certificate ID
- English · available globally
Service Desk Network Support Excellence: the short answers
- What is Service Desk Network Support Excellence?
- This course prepares service desk specialists to resolve routine network requests and communicate clearly with users and customers. Employers will gain a consistent first-line approach to diagnosis, escalation, accessibility and service-quality improvement.
- Who is Service Desk Network Support Excellence for?
- It is pitched at Foundation level for Network Service Desk Specialists working in Network Engineering (CCNA/CCNP), and is studied online from any country.
- How long does Service Desk Network Support Excellence take?
- Around 8 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 Network Service Desk Excellence 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
- Classify network-related requests and incidents using accurate service terminology.
- Perform first-line checks for connectivity, addressing, authentication and access issues.
- Use diagnostic evidence to determine when and how to escalate.
- Communicate technical status and next steps in customer-appropriate language.
- Record complete tickets that support continuity, auditability and trend analysis.
Written by Sophie Bennett, ITIL 4 Managing Professional, Service Experience Lead. Every submission is assessed automatically against the published criteria for Certified Network Service Desk Excellence Professional, and the certificate is issued the moment the assessment is complete.
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