Description

Course Name: Professional Diploma in Help Desk Operations

Global Occupational Skill Standard – GOSS ID: GOSS/PD-ITS-HDO-038

Eligibility: 10th or equivalent

Language Type: English

Course Type: Self-Paced Online Learning

Objective: The Professional Diploma in Help Desk Operations is to develop skilled professionals with practical knowledge of customer support, technical troubleshooting, incident management, and IT service desk operations. The course aims to enable learners to handle user queries, diagnose technical issues, provide effective solutions, and manage help desk processes using professional tools and techniques. It prepares students to deliver efficient IT support services and improve user satisfaction in organizational environments.

Duration: 6 Months / 370 Hours

Steps to become a GSDCI Certified Professional:

Step 1: Select your Course you want to pursue.

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

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

Step 4: Fill your details and click on pay course 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 Digital(PDF) copy of your Diploma & Marksheet will be sent to your registered email ID within 7 days.

Course Modules:

Module 1: Fundamentals of Help Desk Operations: Introduction to Help Desk Operations, Role and Responsibilities of Help Desk Technicians, Help Desk Structure and Support Models, IT Service Management Overview, Customer Support Principles, Help Desk Workflow and Processes, Service Level Agreements (SLAs), Help Desk Tools and Technologies, Professional Communication Skills, Career Opportunities in Help Desk Support.

Module 2: Computer Systems and Technical Support Basics: Computer Hardware Components, Operating System Fundamentals, Software Installation and Configuration, User Account Management, Peripheral Device Support, System Maintenance Procedures, Hardware and Software Troubleshooting, Driver Installation and Management, Data Backup and Recovery, Basic System Security Practices.

Module 3: Help Desk Ticketing and Incident Management: Introduction to Ticketing Systems, Ticket Creation and Classification, Incident Identification and Prioritization, Ticket Assignment and Escalation Procedures, Problem Management Fundamentals, Change Management Processes, Knowledge Base Management, Incident Resolution Techniques, Service Request Handling, Help Desk Performance Monitoring.

Module 4: Networking and Remote Support Operations: Computer Networking Fundamentals, Network Devices and Connectivity, IP Addressing and Network Protocols, Internet and Wireless Network Support, Network Troubleshooting Methods, Remote Desktop Support Tools, VPN Configuration and Support, Printer and Shared Resource Troubleshooting, Remote User Assistance, Network Security for Help Desk.

Module 5: Customer Service and IT Support Practices: Customer Relationship Management, Effective Communication with Users, Handling Difficult Customers, Technical Documentation Practices, Email and Chat Support Techniques, User Training and Guidance, Time Management in Help Desk, Professional Ethics and Workplace Behavior, Support Quality Improvement, Customer Satisfaction Measurement.

Module 6: Advanced Help Desk Management and Capstone Project: Cloud-Based Help Desk Solutions, Automation in IT Support, Cybersecurity Support Operations, Mobile Device Support, IT Asset Management, Help Desk Reporting and Analytics, Emerging IT Support Technologies, Help Desk Team Management, Industry Case Studies, Capstone Help Desk Support Project.

GSDCI Online Assessment Detail:

• Duration- 120 minutes.
• Number of Questions- 60.
• Number of Questions from each module: 10.
• Language: English.
• Exam Type: Multiple Choice Questions.
• Maximum Marks- 600, Passing Marks Above 40%.
• There is no negative marking in any module.

Benefits of the Professional Diploma

1. Globally Recognized Professional Diploma – Earn a professionally designed diploma that enhances your profile and demonstrates industry-relevant knowledge. Widely valued by employers, organizations, and institutions across multiple sectors.

2. Quality Learning with ISO-Certified Standards – Our training programs are developed under ISO-certified quality management practices, ensuring a structured, consistent, and high-quality learning experience.

3. Enhanced Career Opportunities – Strengthen your resume, improve your professional skills, and increase your potential for employment, career advancement, and new job opportunities.

4. Issued by a Non-Profit Skill Development Organization – The diploma is awarded by a mission-driven organization dedicated to promoting skill development, vocational education, and lifelong learning.

5. Comprehensive Learning Resources – Access quality study materials, e-books, practice assessments, mock tests, and learner support to help you successfully complete the program.

6. Secure Online Verification – Every diploma and marksheet is issued with a unique Enrolment ID and QR Code, enabling employers, institutions, and other stakeholders to instantly verify the authenticity of your credential online.

7. Lifetime Validity – The Professional Diploma is issued with lifetime validity and does not require periodic renewal, allowing you to showcase your achievement throughout your career.

8. Flexible Self-Paced Learning – Learn anytime and anywhere at your own pace, making it easy to balance your studies with work, business, or personal commitments.

9. Industry-Relevant Curriculum – The curriculum is designed to focus on practical knowledge, current industry trends, and real-world applications to improve workplace readiness.

10. Skill-Based Professional Qualification – Demonstrates your commitment to continuous professional development and validates your practical knowledge and skills in the subject area.