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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Processes, Metrics and Continuous Improvement | 10% | - Documentation and knowledge management - Key performance indicators - ITIL and HDI Support Center Standard |
| Topic 2: Role and Responsibilities of the Help Desk Analyst | 20% | - Professional standards and ethics - Purpose and mission of the service desk - IT service management fundamentals |
| Topic 3: Incident and Service Request Management | 25% | - Problem solving and troubleshooting methodology - Ticketing and workflow systems - Incident logging and categorization - Escalation and resolution procedures |
| Topic 4: Customer Service and Communication Skills | 25% | - Active listening and questioning - Effective communication techniques - Customer satisfaction and relationship management |
| Topic 5: Technical Knowledge and Troubleshooting | 20% | - Operating systems and software - Hardware components and issues - Security and remote support tools - Basic networking and connectivity |
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