The Service Desk Handbook
Completed by Stalyn Andres Flores
April 16, 2026
3 hours (approximately)
Stalyn Andres Flores'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: Customer Service
- Category: IT Service Management
- Category: Key Performance Indicators (KPIs)
- Category: Continuous Improvement Process
- Category: Service Management
- Category: Technical Support and Services
- Category: Incident Management
- Category: Help Desk Support
- Category: Customer Support
- Category: Customer experience improvement
- Category: Service Level Agreement
- Category: AI Integrations
