The Service Desk Handbook
Completed by Mohamad Zahid Bin Md Zaini
December 18, 2025
3 hours (approximately)
Mohamad Zahid Bin Md Zaini's account is verified. Coursera certifies their successful completion of The Service Desk Handbook
What you will learn
Understand the core principles and strategic role of service desk management
Design and implement an efficient service desk structure
Develop high-performance teams and effective service delivery processes
Measure and improve service desk performance using key metrics
Skills you will gain
- Category: Service Level Agreement
- Category: AI Integrations
- Category: Process Driven Development
- Category: Customer Service
- Category: IT Service Management
- Category: Key Performance Indicators (KPIs)
- Category: Record Keeping
- Category: Incident Management
- Category: Customer experience improvement
- Category: Help Desk Support
- Category: Software Documentation
- Category: Customer Support
