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