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: AI Enablement
- Category: Record Keeping
- Category: Process Driven Development
- Category: Customer Service
- Category: IT Service Management
- Category: Key Performance Indicators (KPIs)
- Category: Continuous Improvement Process
- Category: Service Management
- Category: Technical Support and Services
- Category: Service Level
- Category: Service Level Agreement
- Category: AI Integrations
