EduBridge

Certification Program in Service Desk Analyst

Build a strong foundation for a career in IT support — learn the essentials of service desk operations, communication, and problem-solving to deliver world-class customer service.
Blended
337   Hours
Learn at the Academy
Free

About the Program

Be the calm in the chaos. This course turns you into a job-ready Service Desk Associate who can greet users with empathy, fix issues fast, and keep systems humming—using the same ITSM tools and processes top support teams rely on.

 

Here’s what you’ll get:

  • Core foundations: Customer support essentials, incident vs service requests, SLAs/escalations, and professional communication—so every ticket moves with clarity and speed.
  • Hands-on troubleshooting: Practical fixes across Windows/macOS/Linux basics, Office/Outlook issues, hardware (laptops, printers, peripherals), and connectivity—documented cleanly in the ticket.
  • Tools you’ll actually use: Work in a real ITSM flow with ServiceNow—categorize/prioritize, use the knowledge base, manage SLAs, and resolve end-to-end.
  • Server & directory exposure: Essentials of Windows Server, Active Directory, DNS/DHCP, GPOs, backups—plus safe remote support and VPN basics.
  • Networking you can apply: Topologies, Wi-Fi/wired setup, firewalls, and a fix-first checklist for slow internet, IP conflicts, and VPN issues.
  • Process & soft-skills that stick: ITIL/ITSM mindset, clear documentation, empathy on calls/chats, and escalation hygiene.
     

This course will,

  • Provide foundational networking knowledge and equip learners to troubleshoot common connectivity issues effectively.
  • Enable you to identify, install, and troubleshoot major hardware components, connectivity interfaces, and operating systems.
  • Help you build strong customer service skills to communicate clearly, patiently, and professionally with end users.
  • Develop practical problem-solving skills to identify and resolve technical issues efficiently in real-world scenarios.
  • Prepare you for entry-level IT support roles by combining technical knowledge with hands-on troubleshooting experience.

We hope that you will gain the required knowledge from this program and demonstrate the skills learnt.

All the best!

Course Highlights

65% of learners secured entry-level roles.
17% of participants received promotions or salary increases.
Gain hands-on experience with ticketing tools, & troubleshooting.
Digital Certificate of Completion.
Placement assistance with EduBridge's Job Portal.

Eligibility Criteria

Understanding a product's capabilities requires a comprehensive assessment of its features, functionality, flexibility & integration.

Education Criteria
Graduation Requirement: Candidates should be graduates from B.E. or B.Tech (any stream) or B.Sc. (CS or IT) or BCA.
Academic Performance: Candidates should have scored a minimum of 50% marks in their 10th, 12th & Graduation exams.
Career Orientation: Candidates should have graduated from 2024-2025.
Education Gap: Candidates should not have a gap of more than one year between their 10th & graduation.
Age Criteria: Candidate age in between 18-28 years.
Documents required
Educational Proof: Certificate of completion for the highest relevant qualification (e.g., graduation degree or mark sheet)
Identity Proof: Aadhaar Card (clear copies of both front and back sides)
Photograph: A recent passport-size photograph
Income Proof: Valid documentation supporting the claim that the annual family income is less than ₹5 lakh.
Infrastructure Requirements
Computers (Workstations & Servers)
Network Cabling Tools (Crimping Tools, Cables)
Network Testing Tools (Cable Testers, Multimeter, Wireshark)
Operating Systems (Windows, Linux, Server OS)
Routers, Switches, Access Points

Expert Instruction

Instructor-led sessions to guide students through each module with clear explanations, real-world examples, and interactive demonstrations.
Step-by-step guidance from basic to advanced topics to ensure thorough understanding.
Regular Q&A sessions and one-on-one support help address learner queries and reinforce critical concepts.
Practice exams and interview preparation sessions to help students become job-ready and confident.

Specialization

Develop skills in diagnosing and resolving hardware and networking issues.
Learn about IT ticketing and common tools.
Gain hands-on skills in installing, configuring, and maintaining operating systems.

Uncover the top skills taught in our comprehensive course

Computer Hardware Skills
Operation System Configuration
Networking Fundamentals
IT Support Skills

Job Opportunities Available For You

Service Desk Associate
IT Operations Associate
Technical Support Specialist
IT Helpdesk Associate

Multimedia Hub: Explore, Learn, Succeed

"Every picture tells a story, and every gallery holds a universe of moments"

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We are so proud of our learners who work in some
of the top companies in India.

Capgemini
Accenture
TCS
Hindustan Unilever
HDFC
PWE
Infosys
Google
Microsoft
ICICI Bank

Frequently Asked Questions

If you can't find the Course after you enroll for it, check your "My Courses" Tab for a list of your enrolled Courses. If you still cannot find it, contact our Support Team.

Click on to My Jobs Section on the Learner Portal and go to My Applications. Upon getting selected in an interview, you will see the Offer Letter of the organization where you have been selected with the joining details. In case, you have any queries, please call our Career Coach on 1800 120 1193.

You are eligible for Placement assistance only if you enroll for Placement Linked Courses on the website and if you purchase the Dedicated Placement Manager services.

Participants will engage in a dynamic and immersive learning experience designed to bridge theoretical knowledge with practical application through various engaging activities. Real-world case studies will be a prominent feature, enabling participants to tackle complex scenarios encountered in actual business environments. These case studies foster critical thinking and problem-solving skills, allowing participants to analyze and devise effective solutions to authentic financial and taxation challenges. Group discussions will encourage collaborative learning, enabling participants to exchange insights and perspectives with peers. This interactive approach promotes a deeper understanding of concepts as participants engage in thoughtful debates and share diverse viewpoints on accounting and taxation topics. Additionally, participants will have the opportunity to engage in Internet research, encouraging them to explore specific areas of curiosity within the realm of financial management and taxation. Presentations will be pivotal in enhancing participants' communication skills and their ability to articulate complex ideas. By preparing and delivering presentations on various accounting and taxation subjects, participants develop the confidence to convey their understanding effectively to diverse audiences. Doubt-clearing sessions will provide a platform for participants to seek clarification on challenging concepts, ensuring that no questions go unanswered and that participants maintain a strong grasp of the material. Regular assessments will gauge participants' progress and understanding throughout the course, providing valuable feedback for continuous improvement. These assessments will test participants' application of concepts, practical skills. Ultimately, the program's blend of case studies, group discussions, Internet research, presentations, doubt-clearing sessions, and assessments creates a comprehensive learning journey that prepares participants with the practical expertise, analytical capabilities, and collaborative skills required to succeed in the dynamic fields of accounting, taxation, and financial management.

Our trainers are highly qualified and certified industry experts. If you have any issues you would like to highlight or discuss you can connect to our support team by calling our toll-free number or chatting with our support team and they will be able to assist you.

Unfortunately, we do not provide refunds. However, you can speak to our support team and discuss your issues.

Yes, this certification program is designed to accommodate the schedules of working professionals, offering flexible learning options such as online classes and recorded lectures.

You can’t delete your coursework or reset your progress in a Course you’ve already started or completed. However, if you want to take a Course again, you can again enroll into it, re-take the quizzes and exams and re-do the assignments.

If you are new to online learning, we recommend that you begin with one Course. As our Courses are offered frequently throughout the year, you can always come back and continue your studies with one or more topics.

You can upload missing Documents or replace Documents that have already been uploaded until the application deadline via the "My Documents section" on the Learner Portal. You may also email the same via wecare@edubridgeindia.com or even share it via a Ticket on the HelpDesk.

Yes, a learner has to enroll in a degree and then opt for more than 1 specialization. Learners will get a certificate for each opted specialization.

There is a specific period to access and complete the Course, which varies based on the Course you have enrolled into. Currently, lifetime access is unavailable for any of EduBridge's Courses.

EduBridge's online courses are not eligible for any financial aid. However, some learners do seek professional development support from their employer or from external scholarships.

Certificates of Completion can be accessed at www.edubridgeindia.com and the mobile site, but not through the mobile apps.

Upon enrollment, you will gain access to EduBridge's Learner Portal, available 24/7. This platform allows you to explore the course materials at your convenience. Live classes are offered in multiple time slots to ensure flexible learning. The class schedules and joining links will be available in the calendar section of the Learner Portal, and recordings of these live classes can be accessed through Webex spaces.

Assessments are visible to you in the 'My Courses' section. Your Trainer will activate this post completion of the sessions. Once the Assessments are activated, you will get a notification on your 'My Calendar' option about the same.

Click on to My Jobs Section on the Learner Portal and go to My Applications. Upon getting selected in an interview, you will see the option to "Upload your Offer Letter". You can upload our Offer Letter or any other document related to your job here.

You can connect with the Support Team in the following ways : - By raising a Ticket from your Login Page via clicking the Help option. - Write to us on wecare@edubridgeindia.com, or call us on 18001201193. - Connect via chat or WhatsApp on our website.

Click on "Sign Up" at the top right corner of the homepage Enter the details asked there. Click on "Create My Account"

Once you register and complete your Profile, you will be prompted with the Courses that suit your interest. Visit the Course catalog to Browse our offerings. In addition to searching by Course duration and availability, you can also search by subject to ensure you find a Course that reflects your interests.

If you have any doubts or difficulties in learning, you can directly reach out to our live support, WeCare, available during daytime hours. You can also post your questions on ‘Webex Space,’ where our experts will promptly address them. Additionally, doubt-clearing sessions will be conducted on weekends (Saturdays) by Subject Matter Experts (SMEs). For immediate assistance, you can also reach out to trainers during the live sessions.

Our programs thrive on student empowerment through the practices of critical and creative learning. Through a variety of social and personal learning opportunities, including coursework, mentorship, Peer-to-Peer (P2P) group work, guest lectures and hands-on interactions with world-leading experts, visionaries and innovators, students at EduBridge Academy of Global Education experience a unique education that helps to develop healthy life-long learning and life habits. Our objective is to support students in their lifelong pursuit of learning by providing lasting tools in communication, media, self-confidence, and critical thinking skills, and the creation of a global network through which opportunities beyond the regular experience will continue growing well into the future. Our programs strive for a pedagogy of joy and curiosity, enabling students to explore and enjoy the processes of learning and self-development so they may lead the next generation into a healthier future for all.

The Assessment Score is calculated on the basis of Percentage.

The online live classes are of 3 hours. However, there are no mandatory daily timelines for the learn-by-yourself modules. You can dedicate as many hours as possible to those sections.

You will be able to access all learning materials upon successful enrollment into a course. You may visit the "My Courses" section and click on the course you have enrolled into. The learning materials will be available here.

Please contact the Dedicated Placement Manager immediately and discuss the same with him/ her. If the issue is not yet resolved, you may raise a Ticket from your Login Page by clicking the "Help" section.

The key topics covered in this course are: Value Investing, Financial Markets, Mergers and Acquisition (M&A), Financial Advisor, Initial Public Offer (IPO), Equity, Derivatives and Capital Markets, Debt Advisory and Restructuring, Leveraged Buyouts (LBO) and much more.

Expert Faculty: Experienced trainer in the related fields interacting with learners. Apart from helping them with concepts and their implementation, the trainer will pose challenges to learners to develop their analytical thinking leading to better understanding and increased knowledge retention. Study Material: Learners will be provided with self-study materials. Hands-on Learning: Apart from classroom hours, learners will be provided with practice papers and case studies to practice.

You will receive the authorized content from AWS, labs to practice and vouchers to take up the certification.

We believe, we are quite user-friendly! - Choose from Learner, Trainer, and Working Professional - Click Explore All Courses. - List of available Courses based on the selection will be visible - Select the type of study you are interested in • Learn by Yourself • Learn with a Master Trainer • Learn at the Academy