Certificate in Service Desk Coordinator

Description

Course Name: Certificate in Service Desk Coordinator
Course Id: CSDC/Q0101.

Eligibility: 10+2 (Higher Secondary) or equivalent is required.

Objective: This course aims to provide a comprehensive training program for individuals aspiring to manage and operate a professional service desk. The primary objective is to equip participants with the skills to efficiently receive, prioritize, and route customer support tickets, while maintaining clear communication with both customers and support teams.

Duration: Three Months.

 How to Enroll and Get Certified in Your Chosen Course:

 Step 1: Choose the course you wish to get certified in.

 Step 2: Click on the “Enroll Now” button.

 Step 3: Proceed with the enrollment process.

 Step 4: Enter your billing details and continue to course fee payment.

 Step 5: You will be redirected to the payment gateway. Pay the course and exam fee using one of the following methods:
Debit/Credit Card, Wallet, Paytm, Net Banking, UPI, or Google Pay.

 Step 6: After successful payment, you will receive your study material login ID and password via email within 48 hours of fee payment.

 Step 7: Once you complete the course, take the online examination.

 Step 8: Upon passing the examination, you will receive:
• A soft copy (scanned) of your certificate via email within 7 days of examination.
• A hard copy (original with official seal and signature) sent to your address within 45 day of declaration of result.

 Step 9: After certification, you will be offered job opportunities aligned with your area of interest.

Online Examination Detail:

Duration- 60 minutes.
No. of Questions- 30. (Multiple Choice Questions).
Maximum Marks- 100, Passing Marks- 40%.
There is no negative marking in this module.

Marking System:
S.No.	No. of Questions			Marks Each Question		Total Marks
1	10			5		50
2	5			4		20
3	5			3		15
4	5			2		10
5	5			1		5
	30					100
How Students will be Graded:
S.No.		Marks	Grade
1		91-100	O (Outstanding)
2		81-90	A+ (Excellent)
3		71-80	A (Very Good)
4		61-70	B (Good)
5		51-60	C (Average)
6		40-50	P (Pass)
7		0-40	F (Fail)

 Key Benefits of Certification- Earning a professional certification not only validates your skills but also enhances your employability. Here are the major benefits you gain:

 Practical, Job-Ready Skills – Our certifications are designed to equip you with real-world, hands-on skills that match current industry demands — helping you become employment-ready from day one.

 Lifetime Validity – Your certification is valid for a lifetime — no renewals or expirations. It serves as a permanent proof of your skills and training.

 Lifetime Certificate Verification – Employers and institutions can verify your certification anytime through a secure and reliable verification system — adding credibility to your qualifications.

 Industry-Aligned Certification –All certifications are developed in consultation with industry experts to ensure that what you learn is current, relevant, and aligned with market needs.

 Preferred by Employers – Candidates from ISO-certified institutes are often prioritized by recruiters due to their exposure to standardized, high-quality training.

 Free Job Assistance Based on Your Career Interests – Receive personalized job assistance and career guidance in your preferred domain, helping you land the right role faster.

Syllabus:

Module 1: Foundations of Service Desk Introduction to the Service Desk role and its importance, Service Desk vs. Help Desk, IT Service Management (ITSM) concepts, ITIL framework and its core principles, Key performance indicators (KPIs) for Service Desk, The role of a Service Desk Coordinator, Customer service skills and best practices, Communication channels (phone, email, chat), Professional ethics and confidentiality, Tools and technologies used in Service Desk.

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Module 2: Incident and Problem Management Introduction to incident management, Incident logging and prioritization, Incident classification and escalation procedures, Troubleshooting techniques and knowledge base utilization, Problem management process, Root cause analysis, Known error database, Incident and problem resolution, Communication with users during an incident, Service level agreements (SLAs).

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Module 3: Request and Change Management Introduction to request fulfillment, Service catalog management, Handling service requests, Workflow automation for requests, Change management process, Change advisory board (CAB), Emergency changes, Release and deployment management, Configuration management database (CMDB), Asset management.

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Module 4: Customer Relationship and Communication Building strong customer relationships, Handling difficult customers and escalations, Active listening and empathy, Written and verbal communication skills, Customer satisfaction surveys (CSAT), Feedback collection and analysis, Developing a positive service-oriented attitude, Managing customer expectations, Multichannel support management, Conflict resolution skills.

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Module 5: Service Desk Tools and Technology Proficiency in Service Desk software (e.g., Jira Service Management, Zendesk), Remote support tools, Knowledge management systems, Reporting and analytics tools, IT asset management software, Collaboration tools (e.g., Microsoft Teams, Slack), Cybersecurity fundamentals for Service Desk, Data privacy and protection, Basic networking concepts, Cloud services and applications.

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Module 6: Leadership, Metrics & Continuous Improvement Team management and leadership skills, Performance metrics and reporting, Trend analysis, Process improvement and optimization, Creating a knowledge base, Training and mentoring new team members, Business continuity and disaster recovery, Managing a Service Desk budget, Career path for Service Desk professionals, Capstone project: analyzing a service desk operation and proposing improvements.

Potential Career Paths & Salary Ranges

1. Helpdesk / Service Desk Coordinator

• Role: Manage incoming support requests, troubleshoot basic technical or service-related issues, log incidents, escalate to higher tiers when needed.

• Salary:

  • Average annual range: ₹1.1 L – ₹4.2 LPA across roles and industries. Top-paying firms can offer up to ₹6 LPA in work-from-home or premium segments
    

  • Company-specific benchmarks:

    • HCL Infosystems: ₹1.2 – ₹3 LPA (1–5 years’ experience)

    • Wipro: ₹0.9 – ₹3.5 LPA

    • TCS: ₹2 – ₹2.5 LPA

2. IT Support Coordinator / IT Coordinator

• Role: Offer technical support, maintain IT infrastructure, facilitate software/hardware issue resolution, and coordinate with IT teams.

• Salary:

  • Broad range: ₹1.5 L – ₹7.5 LPA, depending on experience, industry, and city.
    

  • For roles with 1–5 years’ experience:

    • IT Services & Consulting: ₹1.5 – ₹5.5 LPA

    • Software Product companies: ₹2.7 – ₹6.3 LPA

    • Freshers typically begin around ₹1.6 – ₹1.8 LPA
      

  • In Indore specifically: ₹4.3 – ₹5.5 LPA

3. Service Desk Analyst (Tier 1 Support)

• Role: Handle user issues, password resets, basic troubleshooting, and escalate complex cases; often includes ITIL process adherence.

• Salary:

  • Average: ₹2.1 L – ₹7.5 LPA, with a midpoint around ₹4.4 LPA.
    

  • Breakdowns by experience:

    • Entry-level (0–2 years): ~₹3.83 LPA

    • Mid-level (2–5 years): ~₹5.00 LPA

    • Senior (5+ years): ~₹8.9 LPA+
      

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Summary Table

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Career Insights & Reddit Anecdotes

• CGI Bengaluru was recently hiring freshers for service desk roles offering ₹3 – 4 LPA.
  

• A fresher Tier-1 Service Desk role in Bangalore was taking offers in the ₹3 – 5 LPA range.
  

• One anecdote referenced ₹13–15 k in-hand pay for a Tier-1 service desk position at HCL—but the realistic demand could be ₹18–20k/month, translating to ₹2.2 – ₹2.4 LPA.
  

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Key Takeaways

Completing a Certificate in Service Desk Coordinator equips you for foundational roles in IT and customer support workflows. Here’s what to expect:

• Entry-level positions begin around ₹1 – 2 LPA.

• With experience and additional technical knowledge (e.g., ITIL certifications), you can advance to roles earning ₹3 – 5 LPA.

• Top-performing Senior or Tier-1 Analyst roles can exceed ₹7 – 8 LPA+, especially in tech-driven cities and firms.