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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Communication and Customer Service | 25% | - Effective communication techniques - Customer service principles and expectations - Verbal, non-verbal, and written communication - Managing difficult interactions and expectations |
| Topic 2: Service Management Processes | 30% | - Incident management lifecycle - Problem management basics - Change management awareness - Service level agreements (SLAs) and targets - Request fulfillment |
| Topic 3: Tools, Technology & Knowledge Management | 15% | - IT Service Management (ITSM) systems - Basic metrics and reporting - Knowledge base usage and contribution - Support tools and remote assistance |
| Topic 4: Problem Solving & Continuous Improvement | 10% | - Structured problem-solving approaches - Quality and continuous improvement concepts - Prioritization and categorization |
| Topic 5: Professionalism and Roles | 20% | - Purpose and value of the Service Desk - Roles and responsibilities of Service Desk analysts - Cultural awareness and diversity - Professional standards and ethics |
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