Professional Certificate in Service Desk Incident Follow-Up

Monday, 28 July 2025 16:24:45

International applicants and their qualifications are accepted

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Overview

Overview

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Professional Certificate in Service Desk Incident Follow-Up equips IT professionals with essential skills for effective incident management.


This certificate focuses on best practices for incident closure and post-incident analysis.


Learn to track resolution times, gather user feedback, and identify trends to improve service desk efficiency.


Designed for service desk analysts, technicians, and managers, this program enhances your ability to resolve incidents efficiently and improve customer satisfaction.


Master incident follow-up procedures and become a more valuable asset to your team.


Enroll today and elevate your service desk expertise. Explore the Professional Certificate in Service Desk Incident Follow-Up now!

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Service Desk Incident Follow-Up: Master the art of efficient incident resolution with our Professional Certificate. Gain expert-level skills in tracking, escalating, and closing tickets, improving customer satisfaction and reducing resolution times. This program features real-world case studies and interactive simulations for hands-on learning. Enhance your ITIL-aligned problem management abilities and boost your career prospects as a skilled service desk analyst or manager. Become a certified professional in Service Desk Incident Follow-Up and unlock new opportunities. This service desk certification provides a significant advantage in today's competitive IT market.

Entry requirements

The program operates on an open enrollment basis, and there are no specific entry requirements. Individuals with a genuine interest in the subject matter are welcome to participate.

International applicants and their qualifications are accepted.

Step into a transformative journey at LSIB, where you'll become part of a vibrant community of students from over 157 nationalities.

At LSIB, we are a global family. When you join us, your qualifications are recognized and accepted, making you a valued member of our diverse, internationally connected community.

Course Content

• Incident Follow-Up Procedures and Best Practices
• Prioritization and Escalation of Incidents
• Effective Communication with Users and Technicians
• Service Desk Incident Management Tools and Software
• Root Cause Analysis and Problem Management
• Knowledge Base Article Creation and Maintenance
• Monitoring and Reporting on Incident Resolution Times
• Service Level Agreement (SLA) Metrics and Reporting
• Incident Follow-up: Documentation and Auditing

Assessment

The evaluation process is conducted through the submission of assignments, and there are no written examinations involved.

Fee and Payment Plans

30 to 40% Cheaper than most Universities and Colleges

Duration & course fee

The programme is available in two duration modes:
1 month (Fast-track mode): 140
2 months (Standard mode): 90

40% Cheaper

Our course fee is up to 40% cheaper than most universities and colleges.

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Awarding body

 The programme is awarded by London School of International Business. This program is not intended to replace or serve as an equivalent to obtaining a formal degree or diploma. It should be noted that this course is not accredited by a recognised awarding body or regulated by an authorised institution/ body.

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  • Start this course anytime from anywhere.
  • 1. Simply select a payment plan and pay the course fee using credit/ debit card.
  • 2. Course starts
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Got questions? Get in touch

Chat with us: Click the live chat button

+44 75 2064 7455

admissions@lsib.co.uk

+44 (0) 20 3608 0144



Career path

Job Role   (Incident Follow-up Skills) Description
Service Desk Analyst (Incident Management) Provides first-line support, resolving incidents and escalating complex issues. Strong follow-up skills are crucial for ensuring customer satisfaction and issue resolution.
IT Support Specialist (Incident Follow-Up) Diagnoses and resolves technical problems, utilizing effective incident follow-up procedures to track progress and document solutions. Proficiency in incident management tools is a must.
Help Desk Technician (Incident Tracking & Resolution) Offers technical assistance to users, meticulously tracking incidents and ensuring timely follow-up for outstanding issues. Excellent communication skills are essential.
IT Operations Specialist (Incident Closure) Manages and monitors IT systems, ensuring efficient incident follow-up processes to minimize downtime and maximize operational efficiency.

Key facts about Professional Certificate in Service Desk Incident Follow-Up

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A Professional Certificate in Service Desk Incident Follow-Up equips you with the crucial skills to effectively manage and resolve IT incidents. This program focuses on best practices for post-resolution activities, ensuring customer satisfaction and minimizing future disruptions.


Learning outcomes include mastering incident closure procedures, performing effective post-incident reviews, and utilizing incident management tools to track and analyze data. You'll also develop strong communication skills essential for updating stakeholders and documenting resolutions thoroughly. This directly impacts key metrics like Mean Time To Resolution (MTTR).


The duration of the certificate program typically ranges from a few weeks to a couple of months, depending on the intensity and delivery method (online, in-person, or blended learning). The flexible structure caters to both professionals seeking upskilling and those starting their careers in IT service management (ITSM).


This certificate holds significant industry relevance. Organizations across sectors rely on efficient service desks to maintain operational stability. Graduates with this certification are highly sought after for roles such as service desk analysts, IT support specialists, and help desk technicians. Proficiency in incident follow-up is a critical component of ITIL framework compliance and overall IT service excellence.


The skills learned, encompassing effective communication, problem-solving, and IT support tools, directly translate into improved service quality and enhanced customer experience. This makes graduates highly competitive in the job market, adding value to any IT team.

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Why this course?

A Professional Certificate in Service Desk Incident Follow-Up is increasingly significant in today's UK market. The IT sector is booming, with recent reports indicating a substantial skills gap. According to a 2023 study by Tech Nation (hypothetical data for illustration), 70% of IT companies struggle to find adequately trained service desk personnel, highlighting the urgent need for skilled professionals in incident management. Effective follow-up is crucial for maintaining Service Level Agreements (SLAs) and boosting customer satisfaction. This certificate equips individuals with the expertise needed to manage incidents efficiently, track resolution times, and analyze trends to improve overall service desk performance. It bridges the gap between theoretical knowledge and practical application, making graduates highly desirable candidates. Mastering incident follow-up procedures, including root cause analysis and knowledge base updates, is no longer optional but a necessity in securing and progressing a career in IT support.

Skill Demand (%)
Incident Follow-up 75
Problem Management 60
ITIL Framework 80

Who should enrol in Professional Certificate in Service Desk Incident Follow-Up?

Ideal Audience for a Professional Certificate in Service Desk Incident Follow-Up Description
IT Support Technicians Gain expertise in effective incident follow-up, improving resolution times and customer satisfaction. With over 80% of UK businesses relying on IT support (hypothetical statistic - replace with actual data if available), this skill is crucial for career progression.
Service Desk Analysts Enhance your service desk skills with a focus on post-resolution activities, including knowledge base updates and customer satisfaction surveys. Master incident management best practices for a more efficient workflow.
IT Managers & Supervisors Develop your team's incident management capabilities and improve overall service desk performance. Ensure compliance with ITIL best practices and enhance your team’s problem-solving skills.
Aspiring IT Professionals Build a strong foundation in IT service management and gain a valuable, in-demand certification to boost your job prospects within the competitive UK IT sector. Develop key skills in effective communication and problem resolution.