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