IICTI Certified IT Service Desk Technician

Holders demonstrate that they can apply and evaluate service desk operating model and tiered support architecture, advanced triage, prioritization and major incident first response, endpoint diagnostics across Windows, macOS and Linux and identity, access and authentication troubleshooting, plus 6 further areas, in realistic professional scenarios, as defined in the AQSCERT scheme for IT Service Desk Technician.

Who it is for: Professionals working, or preparing to work, in it operations roles.

1. 01Service desk operating model and tiered support architecture7% of the exam

   • Design a service desk operating model that balances resolution speed, cost and coverage.
   • Scope: Swarming versus tiered escalation, shift-left strategy, L0 self-service through L3 handoffs, staffing and workforce management (Erlang C), follow-the-sun coverage.
2. 02Advanced triage, prioritization and major incident first response6% of the exam

   • Evaluate incoming demand to prioritize accurately and trigger major incident procedures early.
   • Scope: Impact/urgency matrices, VIP and business-critical handling, pattern recognition for emerging major incidents, initial communications and handover to incident command.
3. 03Endpoint diagnostics across Windows, macOS and Linux18% of the exam

   • Diagnose complex, intermittent endpoint faults using systematic, evidence-based techniques.
   • Scope: Event logs and Unified Logging, Sysinternals and Reliability Monitor, boot and performance analysis, profile and driver issues, structured fault isolation methodology.
4. 04Identity, access and authentication troubleshooting8% of the exam

   • Diagnose identity and access failures while enforcing secure verification procedures.
   • Scope: Entra ID and Active Directory, hybrid join, Conditional Access and MFA failures, Kerberos/NTLM issues, SSO (SAML/OIDC), passkeys and secure identity verification for resets.
5. 05Modern endpoint management and remote support9% of the exam

   • Evaluate and resolve device management, enrollment and deployment issues at scale.
   • Scope: Intune and Jamf, Autopilot and zero-touch enrollment, compliance policies, application deployment, secure remote assistance tools and session governance.
6. 06Network and connectivity troubleshooting for end users12% of the exam

   • Diagnose end-user connectivity problems and produce actionable escalations to network teams.
   • Scope: DNS/DHCP, Wi-Fi 6/6E and 802.1X, VPN and ZTNA clients, proxy and TLS inspection effects, packet-level evidence gathering for escalation.
7. 07Collaboration, SaaS and productivity platform support6% of the exam

   • Diagnose collaboration and SaaS issues and distinguish tenant, client and provider faults.
   • Scope: Microsoft 365 and Google Workspace administration tasks, Teams/Exchange Online mail flow and calendaring, licensing, SaaS outage detection and service health monitoring.
8. 08Security-aware support and social engineering defense9% of the exam

   • Evaluate support interactions for security risk and act to contain threats.
   • Scope: Help-desk social engineering and MFA fatigue attacks, phishing triage and reporting, malware symptom recognition, evidence preservation and SOC escalation, least-privilege support practices.
9. 09Knowledge-centered service and automation7% of the exam

   • Design knowledge and automation that increase first-contact resolution and self-service.
   • Scope: KCS v6 article lifecycle, knowledge quality metrics, chatbots and virtual agents, generative AI assistants for triage, runbook and scripting automation (PowerShell).
10. 10Service desk metrics, customer experience and quality18% of the exam

    • Evaluate service desk performance and lead quality improvement initiatives.
    • Scope: FCR, MTTR, SLA attainment, CSAT/NPS and XLAs, call and ticket quality assurance, root-cause feedback loops into problem management.

Question types

Single choice 100%

Delivery

Online (remote proctored), Test centre, On-site (corporate)

Retakes

Up to three attempts within any 12-month period. A 14-day waiting period applies after a first unsuccessful attempt and 30 days after a second. Each retake requires a new booking and fee. Retakes draw a different randomised form from the question bank.

Provisional cut score — psychometric validation is required before live delivery. Blueprint v1.0.

1. 1

   Register

   Create a free account and start the programme.

2. 2

   Practice

   Online practice test (coming soon).

3. 3

   Training

   Optional

   Online course or classroom — or skip it.

4. 4

   Certification

   Independent exam and certification decision.

Training is optional and does not by itself confer certification. Find a training partner