Gather the required knowledge and skills to deliver excellent service support to customers.

Gain access to wealth of information about Service Desk that can help you in getting certified by accessing the following resources:

| Service Desk Benefits  |  Service Desk Overview

Service Desk Analyst Certification Courses



Service Desk Analyst Course Training and Exam

Enroll for interactive classroom sessions and exam in Nigeria and learn from qualified, certified and accredited trainers

For only ₦190,000



Service Desk Manager Course Training and Exam

Enroll for interactive classroom sessions and exam in Nigeria and learn from qualified, certified and accredited trainers

For only ₦220,000

Upcoming Public Service Desk Training in Nigeria

There will not be public training for the rest of the year. Check back for 2018 schedule!

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.

Know more about Service Desk

PDU and SEU Credits

This course earns you 15 PDUs within the PMI.
This course earns you 16 SEUs (Category B) within the Scrum Alliance.

PDUs and SEUs can be used toward PMP, PMI-ACP, CSP and other certifications.
The PMI Registered Education Provider logo is a registered mark of the Project Management Institute, Inc.

About Service Desk

Service Desk Introduction

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.

SERVICE DESK ACCREDITATION

Harrybaker training Institute is fully accredited to train individuals and organizations on Service desk in line with the Information Technology Infrastructure Library (ITIL) by APMG, the licensed exam Institute.

SERVICE DESK QUALIFICATIONS

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

    An introduction to and the establishment of the key concepts and values required 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

Service Desk History

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.

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 methodology aligns with the ITIL which was designed to put together service management cases, processes, knowledge, experience, and best practice. This provides a database for service desk staff to work with, and which can be added to as the service desk carries out support services and gathers experience. This will be of immense benefit to the service desk department and therefore improve customer support delivery.

The service desk 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 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.

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 Course Benefits

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 Process

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.

Information regarding the service desk examination can be found here.

 

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.

Service Desk Training

The Service Desk Training is a creative platform that instructs its participants on the length, breadth, and depth of Service Desk and how they relate to the delivery of excellent services to customers.

This training equips its participant on the technical and non-technical IT based services that are offered by the organization, making them a reliable asset to any organizations at the end of the training sessions.

The Service Desk Training is led by a certified professional with several years of both classroom and industry experience. The trainer utilizes his wealth of experience to educate the students on the entire concept of Service Desk and also prepare them for the certification exams.

Our training is conducted in a conducive learning environment that is easily accessible to everyone living in and around Lagos and Abuja.

Unlike the certification exams (which we will discuss in a bit) that have some eligibility criteria, the training does not have any requirements other than the desire to learn Service Desk.

Service Desk Exams

The Service Desk Exam is what identifies individuals as certified or not. After the training and thorough preparations, individuals must take the exams and pass before they can boldly call themselves Service Desk professionals.

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%e

    60 minutes duration

    Closed book

 

Service desk manager

    Multiple choice

    60 questions per paper

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

    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 date of taking the exams.

Frequently asked questions (FAQs)

What is service desk all about?

Service desk certification is a professional course which provides individuals with the required skills and knowledge to deliver excellent service support to customers.

What qualifications are available for service desk?

There are two qualifications available for service desk certification-

   Service desk analyst and

  Service desk manager

What languages are available for the service desk examination?

The service desk certification is currently only available in the English language.

How do I become certified?

Individuals who are interested in getting certified, would have to sit and pass the certification exams.

How much does the exam costs?

The exam is very affordable; you can check the price by clicking here.

Can I pay for the exam in installment?

Yes, if you choose to register for the exam with us you will be allowed to pay in installment, however, your exam will not be booked till you complete the payment.

How do I register for the service desk certification exam?

You may register for the service desk certification exam online on the APMG by yourself or contact us for help.

What is the structure or the format of the exam?

The exam format is according to the 2 qualifications it offers and you can view it by clicking here

How do I prepare or train for the certification exams?

We are interested in your success; this is why we will assist you achieve your goal of becoming certified. We offer a standard Classroom training on Service Desk; interested individuals can check our calendar and register with us here.

How do I register for the service desk Training?

You can register for the Classroom training with Harrybaker Training Institute by clicking here.

How much does the training costs?

The training is very affordable for each of the qualification. Please click here to view our price list.

Am I allowed to pay for the training fee in installment?

Yes you can pay in installment, however, you must complete your payment on or before the training day.

Is the fee for the exam and training combined?

No, the training and the exam are two different things as individuals can decide to take one leaving the other. Therefore, the exam fee is not included in the training fee and vice versa.

What is the duration of the training?

The training lasts for only three days. During this period, the trainer covers extensively the entire Service Desk syllabus and even has enough time for revisions.

What time does the training starts and ends each day?

The training starts by 8:30 am and ends by 5:00 pm with tea and lunch breaks in between. Participants are admonished to arrive latest by 8:20 am

Does the exam come immediately after the training?

Yes for those who are ready to take the exam after the training and NO for those who are not ready. Persons who are not ready can choose a later date that will be convenient for them.

How and when is the service desk exam offered?

The exams are offered via paper-based tests available at the Harrybaker Training Institute

When do I get to know my result?

Candidates will know their results few minutes after the exams. This is possible because Harrybaker Training Institute has on – the ground scanner that marks immediately.

What type of certificate will I get?

You will get a course completion certificate from us if you trained with us, and you will also get a professional certificate from the exam institute after passing your exams.

How do I get my certificate?

Your electronic certificate will be available to download from the candidate portal and your name added the successful candidate database. Paper certificates are available on request.

For how long are the certificates valid?

There is no defined validity period for certificates, and they do not expire.

What do i do next?

The service desk certification courses are very beneficial to analysts and managers in the service desk department of an organization. They are available for you with study options to suit an individual and organization as the need arises. To become service desk certified, you should:

  Contact Harrybaker Training Institute

  Inquire about our service offerings and choose the ones that best suit you.

  Register appropriately

  Attend the training sessions

  Prepare adequately for the exams

  Write your examination, and if successful, you get certified.

Find out why thousands of professionals worldwide choose us

We are the best!
We are a world class training institute in Nigeria and beyond. We do not just claim this title, our clients and alumni are ever glad to attest to this fact. Our professionalism over the years is beyond measure and our thirst for excellence is insatiable.

Highly Experienced and Accredited trainers
Harrybaker training institute stands out with our certified trainers. They have over 14 years of both classroom and industry experience and can have been using their wealth of experience to educate and equip candidates for exam success and professional success.

Our Accessible Locations
We are available to all candidates at strategic locations in all the various states of Nigeria. Much more interesting is the fact that you can make us come to your organization via our onsite training platform

World Class Engagement Process
At Harrybaker, we count ourselves as successful when our candidates do not only pass the certification exams, but also explain in clear details all they have learnt during their training.

Accredited Courses
All the professional courses we offer at Harrybaker are fully accredited by the licensing body. We do not want to put the professional future of our candidates in jeopardy, so we ensured all our courses are fully accredited.

Customer Satisfaction
We believe none of our training process is successful if our customers are not satisfied hence we strive for excellence in ensuring that all our clients are thoroughly satisfied.

Relevant Practice tests
We make preparing for the certification exams easy and fun through our well prepared relevant practice tests. The idea of these tests is to put candidate in the “para-exam” mode to help them have a feel of the actual examination.

FREE eLearning (where available)
Our commitment to turning individuals to professionals makes us stands out as the best in the country. We express this, by granting FREE access to our eLearning portal for all candidates that enrolls for training with us.

High Quality Training materials
All of the training materials and equipment are top notch. Our drive for success and professionalism made ensure secure high quality training materials which has been aiding us deliver quality service to all our students.

Recent customers’ success stories

The presentation was very explanatory and well-understood. The trainer did excellently well. Also the precourse and joining instruction is very helpful and gave me a foundation to start with.
ADAMOLEKUN BOLANLE
I am pleased with the quality of knowledge I  received from this. It’s worthwhile to ensure that my colleagues at work also attend their PM training at HARRYBAKER Training Institute.
RAJI BABATUNDE
Presentation was impressive & encapsulate PMP. The lectures & examples used were expansive, relating real-life project  scenario to project management ideology
OGUNDUYI JAIYEOLA

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, 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.

Enquire Now!

 

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