IT Customer Support Certifications

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IT Customer Support Certifications

There are many available IT support services certifications. To choose the most appropriate, a company must consider several factors, including the type of services provided, the software platforms used, and the characteristics of the customer base. To select the certifications included in this research brief, I used two pre-compiled lists. The first one lists certifications which make a big impact for support professionals. The second one includes best help desk certifications. Both lists show only individual certifications but, when browsing each official website, I identified company-level or center-level certifications.

Overall, I was able to identify 6 certifications for customer support services. Of these, 4 are center-level or company-level certifications. The remaining 2 are individual professional certifications which have a group certification or award scheme. In these cases, if companies have a certain number of certified employees, they can obtain an award or certificate. I have included the description, costs, and other relevant information in the attached spreadsheet.

IT SUPPORT CERTIFICATIONS

Although most of the certifications are personal and aimed at IT professionals, I was able to find 3 certifications for support centers or help desks with detailed processes which match the criteria of certifications for companies. I also added 1 certification for general (not just IT) customer service centers which is awarded by one of the companies named in the Best Help Desk Certifications list. These are:

1. HDI Support Center Certification
2. RCCSP Contact Center Professional Training and Certification
3. RCCSP High-Performance Contact Center Operations
4. Benchmark Portal Contact Center Certification (non-IT)

The large majority of certifications are for professionals and usually refer to unique roles within customer service operations (for example, call center training professional, IT service representative, or support center manager). On occasions, certification boards will have team awards or group certifications, which will often require a minimum number of certified professionals to be working in a company or support center. I have included information on professional certifications which mention a group certification scheme is available. These are:

1. ComTIA A+
2. Axelos ITIL Service Operation

The spreadsheet includes the name of the certification and the organization which awards it as well as the link, description, and price for each one. In column G, I included the scope, where I explain whether it is a company-wide, center-wide, or individual with group scheme certification. Also, when available, I included a link to the standards or best practices used by the certification boards.

CONCLUSION

In the attached spreadsheet I have included a list of 6 customer support certifications. Most of them refer to IT Services, although I included an option for general customer support centers. A couple of the selected certifications are not company-wide but provide an option for group awards, which may also be useful companies. The list includes HDI Support Center Certification, RCCSP Contact Center Professional Training and Certification and High-Performance Contact Center Operations, Benchmark Portal Contact Center Certification, ComTIA A+, and Axelos ITIL Service Operation.



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