Description

Course Name: Certificate in Service Desk & Administrative Support

Global Occupational Skill Standard – GOSS ID: GOSS/AC/CSSAS/V1 

Eligibility: 10+2 (Higher Secondary) or Equivalent.

Duration: Three Months.

Objective: The Certificate in Service Desk & Administrative Support course is designed to equip professionals with the skills and knowledge needed to efficiently manage service desk operations and administrative support functions within an organization. The program focuses on enhancing customer service quality, streamlining administrative processes, and improving operational efficiency through effective leadership and management practices.

Get ready to join the Journey to become a GSDCI Certified Professional  – International Certification and Assessment Body.

Steps to become a GSDCI Certified Professional:

Step 1: Select your certification you want to pursue.

Step 2: Click on get certified tab, new pop up window will open.

Step 3: Click on pay certification fee, you will be redirected to billing details page.

Step 4: Fill your details and click on pay certification fee, you will be redirected to payment gateway, pay fee by any available options like Card (Debit/Credit), Wallet, Paytm, Net banking, UPI and Google pay.

Step 5: You will get Login Credentials of Online E-Books and Online assessment link on your email id, within 48 hrs of payment.

Step 6: After completion of the online assessment, the soft copy of your certificate will be sent to your registered email ID within 5 days.

Assessment Modules:

Module 1: Foundations of Service Desk and Administrative Support: Overview of Service Desk Functions and Responsibilities, Roles of an Administrative Support Manager, Principles of Customer Service Excellence, Organizational Structure and Reporting Lines, Ethics and Professional Standards, Key Performance Indicators for Service Desk

Module 2: Service Desk Operations and Management: Incident and Request Management Processes, Ticketing Systems and Workflow Management, Service Level Agreements (SLAs) and Performance Monitoring, Problem and Change Management, Root Cause Analysis and Resolution, Continuous Improvement Practices

Module 3: Communication and Customer Relationship Management: Effective Verbal and Written Communication Skills, Active Listening and Empathy in Customer Interactions, Handling Complaints and Difficult Clients, Stakeholder Engagement and Collaboration, Professional Etiquette and Telephone Skills, Building Long-Term Customer Relationships

Module 4: Administrative and Office Management: Office Organization and Workflow Optimization, Records and Documentation Management, Scheduling and Calendar Management, Resource Allocation and Inventory Control, Policy Implementation and Compliance, Technology Tools for Administrative Efficiency

Module 5: Team Leadership and Performance Management: Recruitment, Training, and Onboarding of Service Desk Staff, Performance Evaluation and Feedback Mechanisms, Motivation and Employee Engagement, Conflict Resolution and Team Building, Coaching and Mentoring Techniques, Succession Planning and Career Development

Module 6: Strategic Planning and Technology Integration: Developing Standard Operating Procedures (SOPs) for Service Desk, Business Continuity and Risk Management, Integrating IT Tools and Automation in Service Desk Operations, Reporting, Analytics, and KPI Dashboards, Aligning Administrative Functions with Organizational Goals, Emerging Trends in Service Desk and Administrative Management

GSDCI Online Assessment Detail:

• Duration- 60 minutes.
• Number of Questions- 30.
• Number of Questions from each module: 5.
• Language: English.
• Exam Type: Multiple Choice Questions.
• Maximum Marks- 100, Passing Marks- 50%.
• There is no negative marking in any 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	50-60	P (Pass)
6	0-49	F (Fail)

 

Benefits of Certification:

1. Global Recognition & Credibility – Stand out worldwide with a certification that strengthens your professional profile across borders and demonstrates your skills to employers and institutions.

2. Quality Assurance through ISO Certification – Programs follow an ISO-certified quality management system to promote consistency, reliability, and a standardized learning experience.

3. Career Advancement & Employability – Enhance your résumé, demonstrate professional competence, and improve your prospects for career growth, promotions, or suitable job opportunities.

4. Non-Profit Trust Factor – Certification from a non-profit organization reflects a mission-driven approach focused on skill development, professional learning, and public benefit.

5. Access to Learning Resources – Gain access to useful learning resources such as e-books, mock tests, assessments, and online academic support.

6. Transparency & Online Verification – Each certification includes a unique enrolment or certificate ID, enabling convenient online verification by employers and other interested parties.

7. Lifetime or Long-Term Validity – Certifications may offer lifetime or extended validity, reducing the need for frequent renewal, subject to the applicable certification scheme.