LAPT
London Academy of Professional Training
Certificate
Level 2-3
Foundation
IT Industry
Certificate in IT Service Desk Operations
REF: IT-ISM-F
Prerequisites
None
Awarding Body: LAPT — London Academy of Professional Training
Curriculum Overview
1
Performance Measurement and Improvement
Understanding Key Performance Indicators in IT Service Desk Operations
Data Collection and Analysis Techniques for Performance Improvement
Strategies for Enhancing Service Desk Performance
Monitoring and Continuous Improvement in IT Service Desk Operations
2
Problem Resolution and Incident Management
Fundamentals of Problem Resolution and Incident Management
Incident Identification and Prioritization Techniques
Problem Resolution Strategies and Tools
Monitoring and Reporting in Incident Management
3
Technical Support Fundamentals
Understanding IT Service Desk Roles and Responsibilities
Basic Troubleshooting Methods and Tools
Effective Communication in Technical Support
Service Desk Best Practices and Customer Experience
4
Customer Service Skills and Techniques
Understanding the Fundamentals of Customer Service in IT
Developing Effective Communication Skills
Techniques for Handling Difficult Situations and Customers
Building Long-Term Customer Relationships and Trust
5
Service Desk Operations and Strategies
Understanding the Role of an IT Service Desk
Customer Service Excellence in IT Service Desk Operations
Key Processes and Tools for Efficient Service Desk Operations
Performance Metrics and Continuous Improvement Strategies
6
Introduction to IT Service Management
Fundamentals of IT Service Management
IT Service Management Frameworks
Key IT Service Management Processes
Roles and Responsibilities in IT Service Management
Assessment Breakdown
Passing Mark: 300 / 500 (60%)
How to Enrol
Website: lapt.org
Email: info@lapt.org
Phone: +44 7513 283044
Address: 85 Great Portland Street, W1W 7LT, United Kingdom
Hours: Monday – Friday, 9AM – 5PM