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Service Desk is a primary IT service within the discipline of IT service management (ITSM) as
defined by the Information Technology Infrastructure Library (ITIL). It is intended to provide a Single
Point of Contact (“SPOC”) to meet the communication needs of both users and IT staff. But also
to satisfy both Customer and IT Provider objectives. “User” refers to the actual user of the service,
while “Customer” refers to the entity that is paying for the service.
Based on international standards the Service Desk Leader Professional Certification is designed
for existing and aspiring Service Desk Leaders and supervisors who wish to develop their
understanding of Service Desk Management best practices and how to run effective support
This certification verifies that the candidate has the knowledge of the practices and skills
necessary to successfully lead, motivate and manage technical support teams to offer excellent
customer service while strategically aligning with the needs of the business.

Learning Objectives:

  1. Help Desk / Service Desk Rol.
  2. Business Relationship Management.
  3. Problem solving.
  4. Effective rapport and conflict
    management skills.
  5. Quality assurance activities.
  6. Agile Mindset.
  7. Knowledge Management.
  8. Process Adoption.
  9. CSF, KPIs and OKRs.
  10. Workforce Management.
  11. Staff recruitment, retention and
  12. Motivation, Reward.
  13. Leadership/Coaching/Mentoring.

Target Audience:

The course is designed for both new and
experienced Service Desk Leaders, team
managers and supervisors.


● There are no formal prerequisites for this
certification. It is strongly recommended that
delegates have more than 3 years of experience
within the Service Desk environment before
attending this event.