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| Section | Weight | Objectives |
|---|---|---|
| Professionalism and Roles | 20% | - Roles and responsibilities of Service Desk analysts - Professional standards and ethics - Cultural awareness and diversity - Purpose and value of the Service Desk |
| Service Management Processes | 30% | - Problem management basics - Incident management lifecycle - Change management awareness - Request fulfillment - Service level agreements (SLAs) and targets |
| Problem Solving & Continuous Improvement | 10% | - Quality and continuous improvement concepts - Structured problem-solving approaches - Prioritization and categorization |
| Communication and Customer Service | 25% | - Customer service principles and expectations - Effective communication techniques - Verbal, non-verbal, and written communication - Managing difficult interactions and expectations |
| Tools, Technology & Knowledge Management | 15% | - Knowledge base usage and contribution - Basic metrics and reporting - IT Service Management (ITSM) systems - Support tools and remote assistance |
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