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Service Desk Certification Training and Exam – Analyst and Manager

 

 

  The Service Desk ceritification is a world-renowned industry certification for IT service employers

  Service Desk helps you to create and deliver a wonderful customer engagement experience 

  Gain knowledge of the role of Service Desk within core IT service management processes

  Exhibit and deliver exceptional business value with Service Desk

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Service Desk Analyst Course Training & Exam

Register for interactive classroom sessions and learn from qualified and accredited trainers

For only ₦170,000



Service Desk Manager Course Training & Exam

Enrol for interactive classroom sessions and learn from certified, and experienced trainers

For only ₦190,000

Enrol for a Service Desk course

Choose the one that suits your requirements from our range of options.

COURSE TYPE LOCATION DATE PRICE BOOK NOW!
Service Desk Analyst Lagos Contact us! ₦170,000 ENROL NOW
Service Desk Manager Lagos Contact us! ₦190,000 ENROL NOW

The Harrybaker Advantage

Most affordable fees

Our fees are at a bargain, considering what you will get.

Trusted & Approved

We are accredited by to conduct the Service Desk training & exam

Experienced trainers

Learn from certified and experienced IT Service Managers

Helpful resources

Resources are made available for the best learning experience.

Learn more about Service Desk

Gain an understanding of the Service Desk qualification– from history of Service Desk to how to sit the exam.

What is Service Desk

Service desk course is a professional training course which provides individuals with the required skills and knowledge to deliver excellent service support to customers. The service rendered by service desk staff in an organization involves an entirety of technical and non-technical IT based services. Service Desk is a key business and IT function which focuses on customer needs and Information technology services rather than systems.

An organization that possesses an IT department will have within that department a communication center that ensures that customers and users can direct their IT-related queries, and receive timely, relevant help. The exchange of communication may be between a company and its staff, customers, partners, and stakeholders.

Are you accredited to conduct the Service Desk Training and Exam?

Harrybaker training Institute is fully accredited by PeopleCert to train individuals and organizations on Service Desk.

Service Desk Qualification

Service Desk qualifications are designed to provide individuals and organizations who undergo the course with the required skills to deliver IT-based support services to customers. There are two Service Desk qualifications available:

     Service Desk Analyst

     Service Desk Manager

 

Service Desk Analyst

This is a course designed to provide training on the foundational skills which are relevant to the roles and responsibilities of Service Desk analysis. At this level, students will learn:

   Effective problem solving, communication and conflict management skills

   Introduction and the establishment of key concepts and values needed to efficiently deliver support services as a Service Desk Analyst.

   The relevance of teamwork, relationships, and best practice customer services.

   How to deal with difficult circumstances.

   High-quality process management

   The tools and technologies required for Service Desk analysis

 

Service Desk Manager

The Service Desk Manager course is designed to provide thorough mastery of key Service Desk management skills to cover Information Technology Service Management (ITSM) processes, tools and technologies, strategic leadership, people management, and support operation. At this level, students will learn:

   Quality assurance practices, monitoring, and management

   How to effectively recruit, motivate, retain and develop support service delivery staff.

   Strategic leadership and IT management skills.

   How to effectively manage service desk tools and technologies

   How to handle stress and improve professionalism

History of Service Desk

Service desk history can be traced to the publishing of the first Information Technology Infrastructure Library (ITIL) by the IT industry representatives and the UK government in 1989. It was here that the service desk concept was coined, and designed to be integrated into the business and IT operations of an organization.

The service desk serves as a point of contact for service requests, managing customers, employees and stakeholders’ challenges and configuration changes. As an integrated IT operation, the service desk aids the efficiency of other operations such as the help desk. But it is distinctly focused on more formalized business processes and makes use of specific service desk tools and technologies.

Benefits of Service Desk

The service desk certification courses are very beneficial to both individuals and organizations.

 

For Individuals

    Aids the understanding of service desk requirements and skills.

    Provides training on the use of service desk tools and technologies

    Improve leadership, teamwork and relational skills

    Aids in the development of service desk analysis and management competencies

    Improves service delivery to customers and service desk efficiency

 

For Organizations

    Improves productivity and customer satisfaction through practical training

    Aids in the design and delivery, as well as the contracting, where necessary of service desk processes.

    Improves service desk management, leadership, and management capability.

    Maximize the efficiency of the IT department by interconnecting the service desk function with other IT functions.

    Aligns service desk services with the strategies and goals of the organization.

Service Desk Exam Prerequisites

The Service Desk exam prerequisites have to do with the two qualifications offered: Service Desk Analyst, and Service Desk Manager. The exam prerequisite is as simple as follows:

The Service Desk Analyst Qualification: The course, as well as the qualifying examination, is available only to the Service Desk and support analysts who possess at least 9 months experience in an IT service and support environment.

The Service Desk Manager Qualification: The course, as well as the qualifying examination, is only available to both new and experienced Service Desk managers, team leaders and supervisors in the Service Desk environment who have between 3 to 5 years’ experience.

Service Desk Exam Format

Having successfully registered for the service desk certification and examination, candidates are advised to pay attention to the exam sitting process, and the structure of the examination so as to acquaint themselves with the process and reduce exam apprehension.

The Exams are well structured and easy to pass. They are formatted according to the two qualifications they offer:

Service desk analyst

    Multiple choice

    60 questions per paper

    39 marks required to pass (out of 60 available) – 65%

    60 minutes duration

    Closed book

 

Service desk manager

    Multiple choice

    60 questions per paper

    39 marks required to pass (out of 60 available) – 65%

    60 minutes duration

    Closed book

The Service Desk Certification Exams are paper- based and can be taken at Harrybaker Training Institute. Please click here to contact us for your registration and preferred examination date.

Continuous Credential Requirement for Service Desk

The service desk certificates do not have a defined validity period or expiry date. As such, while it is not necessary to renew your certificates, candidates will find it beneficial to constantly update their knowledge by retaking this highly valuable course in line with the professional standards upon which these qualifications are based. These service desk professional standards are reviewed and updated every 3 years by the Industry’s experts and professionals in order to reflect the latest developments and best practices.

Where has Service Desk been used?

Service Desk has been used and is available in the following regions and countries:

Egypt, Germany, Hong Kong, Japan, Malaysia, Middle East, New Zealand, Nigeria, North Africa, Romania, Pacific, Singapore, South Africa, Thailand, UAE, United Kingdom, United States.

Service Desk Methodology

The service desk certification covers a 3-day learning period followed by a qualification examination. The course and examination are based on professional standards to provide candidates with structured IT service and improve the service desk career.

Service desk process model

The Service Desk process model is structured in alignment with ITIL to log and track all support events through 3 lanes:

(1)    User

(2)    Support level 1

(3)    Support level 2

 

The user is the individual who seeks the IT-based support service. The first point of contact is the Support level 1 who provides basic and simple solutions from knowledge and experience recorded in a database. Where the Support level 1 cannot resolve the query, it is forwarded to the Support level 2 who is a specialist and who resolves more technical incidents.

The support level 2 returns a solution to the support level 1 and this is delivered to the user who confirms if that solves the problem. If not solved, the query is again forwarded to the Support level 2 until resolved. Where a problem has been resolved, the process ends, and the Support level 1 records this in the database.

What is the Service Desk training about?

The Service Desk Training is a 3-day,  instructor-led classroom training after which you will sit the Service Desk exam(s).

How does the training plus exam work for each level?

Service Desk Analyst

The Service Desk Analyst certification covers a 3-day learning period followed a qualification examination. The course and examination are based on professional standards to provide candidates with structured IT service and improve the service desk career.

 

Service Desk Manager

The Service Desk Manager training lasts for three days, after which you will sit the Service Desk Manager certification exam. The Service Desk Manager training is separate from the Service Desk Analyst training.

NOTE: If you are not ready to sit the exam at the designated time after the training, you can defer your exam to a later date. However, when you are ready to take the exam, you need to notify us at least three working days before your proposed exam date.

What does the fee cover?

The following, among others, are included in the fee:
Pre-course material to familiarise you with the service desk methodology
〉 Notepad and pen for jotting
〉 Workbook for practice
〉 Bag to put training materials
〉 Instructor-led classroom training
〉 Examination
〉 Breakfast and lunch
〉 Course completion certificate
〉 Pre- and Post-course support

How often is the Service Desk training held?

Please, refer to the training schedule above.

How do I register for the training as an individual?

To register for the training,  find the date you will like to attend the training on the training schedule above, then click on “ENROL NOW”. Fill in your details, and we will get in touch with you. You can also send us a mail, text message or call us to register for the training.

NOTE: your registration is not complete if you do not make payment. You can pay in full or in installments. If you choose to pay in installments, you are required to complete payment before the training starts.

How do I register for the training as an organisation?

To register members of your staff for the training, look for the training schedule above. On the date you will like to attend the training, click the “ENROL NOW” button.

Fill in your details, and we will get in contact you. You can as well send us a mail, text message, or call us to register for the training. In addition, you can send a purchase order to confirm that your delegates will be available.

Do you give discounts?

Our fees are already fully discounted, considering how much we charge and what the fee covers (Please, check ‘what does the fee cover?’), However, if you have up to 5 people, a discount may apply.

Can I pay for the training in installments?

Yes, you can. However, you are required to complete your payment before the training starts so that we can book the exam for you.

When is the latest time to make payment?

The latest time to make payment is today! Making a financial commitment is the only way to secure a space in any of our classes.

Can I miss a class?

We do not encourage our delegates to miss classes. However, If due to some unavoidable circumstances you miss a class, we have got you covered. Our trainers will be available to respond to your questions and put you through the sections you missed, provided you agree a time with the trainer.

What kind of certificate will I get from Harrybaker after the Service Desk training?

You will get a course completion certificate.

What will I learn if I take the Service Desk course?

What you will learn is detailed in the course outline

Please, contact us for the Service Desk syllabus.

When does the training start each day?

The training starts at 8.30 am each day. If there is a change in the timing, we will inform you in the joining instruction.

When does the training end each day?

The training ends at 5.00 pm each day. If there is a change, we will inform you in the joining instruction.

What time shall I arrive at the training venue?

We advise that you arrive at the venue at least 30 minutes before training starts.

What do I need to bring along to the training venue?

We provide training and writing materials such as notepad, pen, printed training slides, etc. In addition, we will give you a bag where you can put the training materials and other items. As a result, you do not have to bring any other thing.

Where do you hold the training?

We conduct training globally. However, our physical location is in Lagos. To hold a training session outside Lagos (within Nigeria), we require a minimum of 12 people. To conduct training outside Nigeria, we will have to agree on how it will work. Please note conducting a training outside Nigeria would definitely require more than 12 people.

Who will be my instructor?

See our lead instructor’s profile on this page

What kind of certificate will I get from the coordinating body?

If successful in the exam, you will get a globally recognized certificate from the coordinating body.

Can I get a document to help me get approval from my organisation?

Yes you can. At your request, we can provide you with documents such as; invoice, course enrolment letter, registration letter, etc. to fast-track the course registration process.

Do you guide on exam registration?

We will book the exam for you. Once we book the exam, you will receive a mail from Peoplecert to complete registration. Click here to see how to register for the exam with Peoplecert

Which global exam does the training and exam fee cover?

The training fee covers the Service Desk Analyst and/or Service Desk Manager exam.

Please, see the About Service Desk  section to learn more about the coordinating bodies.

What do I get before the training?

Once you make payment;
We will grant you access to our pre-course for study and exam practice

We will send you joining instruction which confirms your enrolment for the course. Apart from that, the joining instruction contains every other thing you need to know about the training.

What do I get after the training?

After the training, you will get:
Course completion certificate
〉 Ongoing support

Will I get an official Service Desk manual?

No. To get your own copy of the Service Desk manual, you will have to buy it separately.

Is the training enough for me to pass the exam?

Yes, it is. We structured our training in a unique way to help you understand the course.

Firstly, we will share with you our pre-course (before the training). The pre-course familiarises you with the definitions, concepts, terminologies used in Service Desk to prepare you adequately for the class.

Secondly, you will attend our instructor-led classroom training which covers the Service Desk course outline. During the training, we will give you printed training slides so that you can know where we are at any given point. We cherish “Learning by doing” and we strongly believe in this quote by Benjamin Franklin “Tell me and I forget, teach me and I may remember, involve me and I learn.” As such, you will engage in group activities to put what you have learned to practice.

Moreover, our trainers avoid ‘death by PowerPoint’ by making use of flip charts and whiteboard to explain each concept. Also, they are ever-ready to answer your questions that may arise from your industry-specific or organization-specific scenarios, personal studies using the e-Learning, or what is being taught in class. Again, they can answer your questions because they are knowledgeable and experienced.

Why should I choose Harrybaker for this course?

Below highlights the reasons why you should choose us:

Global accreditation: We are accredited by the Service Desk Institute, the global accrediting body to conduct the Service Desk training and examination.

Pre-course eLearning access: Once you make a financial commitment towards the training, we will grant you access to our pre-course to study ahead of the class. Moreso, it will familiarise you with the concept, terminologies, definitions, etc. in IT service management that will be taught in class.

Expert and experienced trainers: Our trainers have a wealth of experience as trainers and as practitioners. It will interest you to know that our lead trainer will be handling our next Service Desk training. He is a certified Service Desk Manager who has more than 10 other project-management and IT service management qualifications including ITIL and COBIT5. He has worked with reputable organizations both in Nigeria and Europe. Apart from this, he has trained thousands of professionals in Nigeria and beyond (places like the UK, Luxemburg, Czech, Finland, to name only a few). His experience and vast knowledge of these qualifications enables him to explain each concept with ease, as he knows how each concept interrelate. Apart from passing the Service Desk exam, you will learn from his experience.

Engaging lectures: Our trainers make sure they avoid death by PowerPoint (they don’t just read PowerPoint slides). They make use of flip charts and whiteboards to explain each concept in a practical and understandable fashion.

Your involvement: We strongly believe in this quote by Benjamin Franklin which states: “Tell me and I forget, teach me and I may remember, involve me and I learn”; To this end, we engage you in a series of group work and activities.

Room to ask questions: Our instructors are ever-ready to answer your questions. The questions could arise from your industry-specific or organization-specific scenarios, personal studies or what is being taught in class. Again, they can answer your questions because they are knowledgeable and experienced.

Networking opportunity: Due to the quality of our training, informed professionals choose us. You will have the chance to meet these professionals from different walks of life. This will, in turn, help you build your professional network.

Ongoing support: Our delegates are valuable to us all through, and even after the training.

How do I make payment for any of the learning options?

You can make payment in full or in installment via:
〉 Direct cash payment at the office
〉 Online transfer or Bank deposit to our corporate bank account:

Bank: First Bank of Nigeria Plc.
Account name: Harrybaker Training Institute
Account number: 2027165186

Can I get a refund after making payment?

Click here to see our refund policy.

Can I come to your office to make enquiries?

We ensure that we respond to all inquiries and specific questions in the best way we can. You can always reach us via phone calls, emails, chats, text messages, etc. As such, you may not have to come to our office to make inquiries.

However, if you still feel the need to come to our office, you can come on any day of the week during working hours. Should you want to come on a weekend, you need to inform us. This is to ensure someone is available to attend to you.

What support is available?

Tutor support
If there is any concept you find difficult to understand while studying, do not hesitate to reach us via support@harrybakertraining.com

Technical support
Having troubles with the login or any other technical issue? Please, feel free to let us know and we will be willing to help.

Ongoing support
If you have any concerns or issues, feel free to let us know and we will be happy to help.

Are you accredited by the coordinating body?

Yes, we are accredited by PeopleCert to conduct the Service Desk Analyst and Service Desk Manager training and exam

Customized/in-house training for organizations

Are you in need of clarification and/or customized training for your team or organization? Are you interested in getting quality training for your team at a discounted rate?
You are at the right place. Click on the button below to complete a form and we will get back to you!

Meet our trainer

Deji Ariyo

Lead trainer

Qualifications 

B.Sc, MBA [Cranfield], PRINCE2®, PMP®, ITIL® Expert, MSP®, MoP®, M_o_R®, P3O®, MoV®, PPS®, PMD Pro®, Certified Facilitator, Lean Six Sigma Certified).

Work Experience

Deji is a result-driven Project Director with over 17 years of delivering value to organizations such as: Murray international Group, BskyB, Vodafone, Charteris Plc, CDA Solutions, ChevronTexaco, Gateway Bank and UACN

He is also an international coach, mentor, consultant and trainer in Change Management, who has driven the skills and expertise in PPM (Portfolio, Programme, Project, Risk and Value Management) and ITSM (IT Service Management and Governance) for over 15 years.

Trusted by these fantastic organisations!

Recent customers’ success stories

The presentation was very explanatory and well-understood. Even with my little work experience in the field, I was still able to relate what I learnt in practical events; All thanks to Mr. Deji
JIMI BALOGUN
It was an enlightening and transformative experience. I am pleased with the quality of knowledge I  received from this training. I look forward to more interactions with HARRYBAKER.
ENITAN ODOGUN
I thoroughly enjoyed the training. The trainer is exceedingly knowledgeable, entertaining and very skilled at imparting knowledge. The HARRYBAKER team took very good care of us as well. Money well spent, I must say!
SINGTO SARO-WIWA
This is a great training institute that needs to be showcased! The knowledge I received was worth more than I paid for and I am satisfied that I was able to achieve all I set out to achieve from the training.
ODUDE ADEBUKUNOLA
The Lead Trainer -Deji is one of the excellent trainers I have seen. The training was delivered effectively and the method of delivery was excellent.
BHARAT SONI
The trainer is brilliant and exceptional. The experience was more practical and I have learned more than I expected.
ORIYOMI JOHN JOHNSON

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