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