In this way, both individuals and teams can learn new skills and gain greater understanding of how they can be used to build a truly excellent service desk. It typically takes about six months to complete the MCSE certification process, depending on the individual’s experience and knowledge. To get an MCSE certification, individuals must pass several exams that focus on different aspects of Microsoft technologies.

help desk certifications

Candidates work on a team in a medium-sized or large development environment that uses Microsoft Visual Studio .NET 2003 Enterprise Developer, Microsoft Visual Studio 2005, or Microsoft Visual Studio 2008. Candidates should have a working knowledge of Microsoft Visual Studio 2005 or Visual Studio 2008. However, there is another factor that can’t be overlooked by you when your agents enroll or either of the help desk certifications – the use of the best help desk software. It is also important to utilize the right software like ProProfs Help Desk software for a brand and its team.

Help Desk Certifications: AppleCare service certifications

We recommend that you have access to the Duo Admin Panel during the exam, as many questions refer to the location of specific user interface features. At Lackawanna you’ll gain the practical skills you need, while preparing yourself for the CompTIA A+ and HDI Customer Service exams and a professional certificate for your new role. SDI’s Service Desk Certification programme is the only industry, standard based accreditation help desk certifications programme designed specifically to certify service desk quality. The Global Best Practice Standard for Service Desk provides a set of clear and measurable benchmarks for IT service operations; some of which may not be found within other frameworks and standards such as ITIL or ISO/IEC 20000. In addition, having a help desk certificate may also qualify you for higher pay or promotions within your current company.

help desk certifications

The cost of the course will vary depending on where it is taken and whether it is online or in person. Generally speaking, online courses range from $100-$500 while in-person courses can range from $500-$2000. The ITIL Foundation exam typically takes around 90 minutes to complete and consists of 40 multiple-choice questions. The exam costs $299 and covers a wide range of networking concepts over an unlimited period of time. Besides, the CCNA courses and examinations can help new IT personnel increase their knowledge of networking principles and establish their credibility for future career chances.

At the completion of the program, students are expected to:

Understanding how to use customer profile management software, for example, can help you better understand a customer you’re speaking with and make better decisions about their project requirements. They assist company end-users and ensure that the enterprise technology that businesses rely on to operate their operations is up to date and running as smoothly as it should. In this post, we’ll look at the best IT support certifications and and the advantages of getting one.

  • CompTIA A+ Certification is related to the competency of computer service professionals in configuration, maintaining, upgrading and operating computer hardware and operating systems.
  • Detail oriented with excellent organizational, problem solving and risk management skills.
  • You want to do something more challenging and rewarding, but landing that new role can be difficult.
  • If you don’t have good product knowledge, you may lead the customer astray with false information, or elongate the time necessary to help them by having to ask for assistance or even hand them off to another help desk team member.

While you may not be the first employee in the operation to greet customers, you are a reflection of them in terms of your attitude when they do get to you. Customer service skills are equally as important as your ability to solve for the customer in this role. It’s recommended that candidates have one year of experience with Cisco services and products, at least. They should also understand network fundamentals and have knowledge of IP addressing.

Certified Network Computer Technician (CNCT)

If you don’t have good product knowledge, you may lead the customer astray with false information, or elongate the time necessary to help them by having to ask for assistance or even hand them off to another help desk team member. According to Burning Glass Technologies Labor Insights, CompTIA A+ is the number-one cited certification for IT support jobs, with nearly 1 in 10 ads including it. Certifications show employers you have the skills they need for IT support. To further shore up your Apple device skills, consider pursuing the AppleCare Hardware Certification program, which is among the best computer hardware certifications around.

  • These courses, paid or free, can consist of various exercises that help reps become familiar with fundamental help desk features and common customer interactions.
  • Company, develops best practices, maintains ITIL, and administers the ITIL certification program.
  • Fortunately, there’s training that can teach your team how to use a help desk to optimize their workflow.