Help Desk Professional Certification Exam

The CertiProf - HDPC™ Help Desk Professional Certification distinguishes companies and individuals as part of the adoption of best practices in the IT support industry. Program content includes management skills, financial management, soft skills, help desk techniques and tools, among others. This program delivers benefits to candidates who achieve the credential, including improved customer satisfaction through the adoption of professional help desk components, standardized and consistent application of IT support, best practices, and support professionals with knowledge of proper help desk management techniques and a clear understanding of the importance of a help desk professional.

The Exam

• Number of Questions: 40
• Question Types: Multiple Choice
• Duration: Up to 60 minutes

The Learning + Exam Outcomes  

• Understand the difference between a Help
  Desk and a Service Desk
• Understand the importance of implementing a
  Help Desk as a SPOC
• Understand the importance of declaring the
  Help Desk north using the BSPC™
• Understand the characteristics and
  components of a professional Help Desk
• Determine the basic necessary skills involved
  in a Help Desk
• Analyze and understand the relationships with
  IT Service management processes
• Understand financial and project aspects
  associated with a Help Desk
• Understand aspects of leadership, service
  marketing and team development
• Determine the current and desired state of
  maturity of a Help Desk
• Acquire the ability to determine the necessary
  tools for excellent Help Desk operations
• Expand Help Desk practices with market
  trends such as COBIT, ITIL, Agile, Kanban,
  DevOps, among others
• Understand performance measurement
  practices associated with the Help Desk and
  theories of continuous service improvement
• Understand industry practices, compare
  them with current Help Desk practices, and
  implement improvements in service and
  operation

Learning Material 

• Pdf Text Book

 Prerequisites:

• None
  

 Target:

• Anyone who is interested in expanding their Help Desk knowledge, whether they are new, experienced, team managers, or supervisors.

Other information:

• Examination held online 
• Certification issued digitally by Certiprof
  
• After passing you can also claim a digital badge (see product image) for your resume or Linkedin profile 

 Requirements:

• Operating system: Windows 10 / Mac OSX Sierra 10.12 or higher
• Chrome OS
• Supported browsers: The preferred internet browser is Chrome. Internet Explorer, Edge, and Safari are also supported
• Screen resolution of 1280 x 800
• Input Devices: Full Keyboard and Mouse
• Internet Connection: A download speed of at least 5 Mbps